Complaints Manager

Babble Cloud; Burton-on-Trent; On-site; GBP 30,000 - 45,000; Full time

Job summary

Babble Cloud is seeking a Complaints Manager to enhance customer satisfaction through effective complaint management. The successful candidate will build and maintain complaints processes, work on root cause analysis, and manage a small team to ensure customer concerns are addressed promptly. This position offers a hybrid working pattern, ample benefits and a commitment to individual growth within the company.

Benefits

Company Pension - 4% Employee contribution

22 days holiday + UK Bank Holidays

Life Assurance – 4x Annual Salary

Optional Health Insurance – Bupa

9-day fortnight working pattern

£1,000 bonus after 10 years of service

Bike to Work Scheme

Annual Company Celebrations

Qualifications

• Minimum 4 years of experience in a customer complaint role.
• Strong written, verbal, and numerical literacy required.
• Experience with ombudsman procedures desired.

Responsibilities

• Design and manage the complaints process effectively.
• Analyze root causes of complaints and improve customer satisfaction.
• Provide training and guidance on effective complaint handling.

Skills

Customer-centric mindset

Reporting and data analysis

Strong communication skills

Organized and detail-oriented

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 customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our 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
• Set communication standards including reporting on all complaints
• Provide training and guidance to staff on handling complaints, ensuring consistent and effective practice
• Generate daily, weekly, and monthly reports on cases
• Manage complaints that escalate to legal
• Provide monthly reports to the senior leadership team on complaints
• Manage a team of 3 people, conducting 1-2-1s and performance reviews

Person Specification:

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

Additional desirable qualities:

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

Qualifications:

• Minimum 5 years of experience in a customer complaints role

Additional Information:

• Company Pension - 4% Employee contribution
• 22 days holiday + 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 working pattern
• £1,000 bonus after 10 years of service
• Bike to Work Scheme
• Season Ticket Loan
• Charities Trust donations
• Babble-issued Laptop
• Annual Company Celebrations

Hybrid Working Policy:

Work from the office on designated days (Monday, Tuesday, Thursday) and from home on Wednesday and Friday, unless role requirements specify otherwise.

The recruitment process:

Includes a screening call, followed by interviews and possibly competency tests. We aim to fill this role promptly with the right candidate.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider