Complaints Manager

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

Job summary

Join a leading UK cloud solutions provider as a Complaints Manager. You'll develop a streamlined complaints process to enhance customer satisfaction and lead a team to resolve customer issues. This role promises dynamic challenges in a supportive environment with opportunities for growth.

Benefits

Company Pension - 4% Employee contribution

22 days holiday plus UK Bank Holidays

Life Assurance – 4x Annual Salary

Optional Health Insurance – Bupa

Optional Health Cash Plan – Health Shield

9-day fortnight working pattern

£1,000 payment after 10 years of service

Bike to Work Scheme

Season Ticket Loan

Annual company celebrations

Qualifications

• Proven experience in handling customer complaints effectively.
• Ability to manage difficult conversations resulting in positive outcomes.
• Understanding of ombudsman procedures.

Responsibilities

• Design and manage a robust complaints process.
• Investigate and resolve customer complaints, providing clear communication.
• Generate reports on complaint cases and management.

Skills

Customer-centric mindset

Data analysis

Strong communication

Organizational skills

Education

5 years of experience in customer complaints

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 of resolutions
• 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 escalated 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 handle 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 own requests until completion
• 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 working pattern
• £1,000 payment 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 anchor days (Monday, Tuesday, Thursday) and remotely on Wednesday and Friday, unless role requirements differ.

The recruitment process:

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

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider