Complaints Manager

BOXT; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A dynamic home installation company is seeking a Complaints Manager in Leeds to lead the handling of customer complaints, ensuring fair resolution and improvement processes. You will manage a team, analyze complaints data, and foster a positive culture around feedback. Candidates should have a compassionate nature, excellent communication skills, and at least 2 years of experience in a similar role.

Benefits

30 days of annual leave

Free tea, coffee, and breakfast

Modern office environment

Social events

Ongoing training opportunities

Private medical cover

Company pension

Qualifications

• 2 years+ experience in a similar role is required.
• Experience in a technically driven business and fast-paced environment.
• Ability to handle complaints from receipt through to resolution.

Responsibilities

• Oversee handling of customer complaints and identify areas for improvement.
• Lead a team to ensure compliant handling of complaints as per regulations.
• Analyze trends in complaint data to recommend changes to processes.

Skills

IT literacy

Active listening skills

Professional telephone manner

Positive language usage

Understanding of positive customer experience

Experience in complaint resolution

Compassionate nature

Job description

Location: Leeds Office

About Us

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.

BOXT offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group.
  
  

Job Summary

As a Complaints Manager you will be responsible for overseeing the entire process of handling customer complaints, from receiving and investigating them to resolving them and identifying areas for improvement within the business. You will ensure a fair and efficient process for both the customer and the business.

Key Responsibilities

• Lead the Complaints Team in handling complaint cases efficiently and compliantly in line with both our processes and procedures whilst adhering to regulatory requirements.
• Negotiating settlements by mediating disputes and finding mutually agreeable outcomes.
• Providing guidance supporting customers and staff throughout the complaints process.
• Identifying trends, through analysing complaints data to identify recurring issues and areas for improvement.
• Making recommendations such as suggesting changes to policies, procedures, or products based on complaint analysis.
• Promoting a positive culture, fostering a culture where complaints are seen as valuable feedback for improvement.
• Training and development to ensure employees are equipped to handle complaints effectively.
  
  

Leadership Qualities

• We are passionate about creating a positive working environment and collaborative team culture, so it’s essential that as a people manager, you can make this happen within your team.
• You should be passionate about your team’s development and wellbeing and support this through regular feedback, coaching, and check-ins.
• Our business is fast paced, so it’s essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
• Work towards continuous development of processes to optimise performance and output.
• Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
• Build great working relationships with stakeholders, ensuring that their needs are met.
  
  

Who You Are

• IT literate
• Professional and clear telephone manner
• Active listening skills
• Ability to use positive language
• Good command of English grammar and language for accuracy in written communication
• Understanding of a positive customer experience
• Familiar with owning a customer enquiry/ complaint through to resolution
• Experienced in delivering a right first time good outcome for a customer
• 2 years + experience in a similar role
• Experience in a technically driven business
• Experience of working in a fast paced, vibrant and at times, pressured environment
• Caring and compassionate nature
  
  

Benefits

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.

Your benefits include…

• 30 days of annual leave (plus bank holidays)
• Free tea, coffee, fruit, and breakfast
• Modern offices
• Social events
• Ongoing training and development opportunities
• Enhanced Family Friendly Benefits
• Private medical cover*
• Company pension
• Death in service benefit*
• After probationary period
  
  

How To Apply

If you’d like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you’d be a great fit for this role and our team.