Complaints Manager

Babble Cloud; Basildon; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a leading cloud solutions provider as a Complaints Manager, where you will develop and manage the complaints process to enhance customer satisfaction. With a focus on team leadership and stakeholder engagement, your expertise will drive continuous improvement in service delivery. Enjoy a supportive hybrid working environment and excellent company benefits including pension, health insurance, and a unique 9-day fortnight work schedule.

Benefits

Company Pension - 4% Employee contribution

22 days holiday plus UK Bank Holidays

Life Assurance – 4x Annual Salary

Optional Health Insurance – Bupa

Bike to Work Scheme

Annual Company Celebrations

Qualifications

• Proven experience in managing customer complaints.
• Ability to handle difficult conversations effectively.
• Experience with ombudsman processes.

Responsibilities

• Design and implement the complaints process.
• Provide training and guidance to staff on complaints handling.
• Generate reports on customer complaints.

Skills

Customer-centric mindset

Data analysis

Communication skills

Organizational skills

Education

Minimum 5 years of experience in a customer complaints role

Job description

Join Our Dynamic Team as a Complaints Manager!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customers’ most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing?

Build a robust complaints process and ensure effective handling of customer complaints, aiming to resolve issues and improve customer satisfaction. Receive, document, investigate, and resolve complaints, communicating with customers to provide updates and resolutions. Measure and analyze the root cause, working with the wider business on improvements.

Main Accountabilities:

• Design, implement, and manage the complaints process
• Work with stakeholders across the business to understand the root cause of issues, creating a continuous feedback loop
• Report on process failures working with the QMS manager
• Maintain open and clear communication with customers throughout the complaint process, providing updates, explaining actions taken, and ensuring understanding of resolutions
• Set communication standards including reporting on all complaints
• Provide training and guidance to staff on handling complaints, ensuring consistent and effective practices
• Generate daily, weekly, and monthly reports on cases
• Manage complaints that escalate to legal matters
• Provide monthly reports to the senior leadership team on complaints
• Manage a team of 3 people, conducting 1-2-1 meetings and performance reviews

Person Specification:

• Customer-centric mindset with proven experience
• Minimum 4 years of experience in a customer complaint role
• Able to handle difficult conversations with positive outcomes
• Experience in reporting and analyzing data
• Strong written, verbal, and numerical literacy
• Organized with attention to detail
• Experience with ombudsman processes

Additional desirable qualities:

• Willingness to learn
• Ability to work effectively as part of a team
• Confidence to take ownership of requests until resolution
• Understanding of OFCOM regulations

Qualifications:

• Minimum 5 years of experience in a customer complaints role

Why work for Babble?

• Company Pension - 4% Employee contribution
• 22 days holiday plus UK Bank Holidays, with increased leave based on service
• Life Assurance – 4x Annual Salary
• Optional Health Insurance – Bupa
• Optional Health Cash Plan – Health Shield
• 9-day fortnight – every other Friday off
• £1,000 payment after 10 years of service
• Bike to Work Scheme
• Season Ticket Commuter Loan
• Charities Trust – pre-tax donations to charities
• Babble-issued Laptop
• Annual Company Celebrations

Hybrid Working Policy:

You will be contracted to work from the office, but Babble operates a non-contractual Hybrid Working Policy. You will be required to be in the office on company anchor days (Monday, Tuesday, Thursday) and can work from home on Wednesday and Friday unless your role specifies otherwise.

The Recruitment Journey:

We aim to fill this role quickly with the right candidate. The process includes a screening call, followed by an interview and possibly competency testing depending on the role requirements.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider