Complaints Manager

Babble Cloud; Little Burton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading cloud solutions provider is seeking a Complaints Manager to enhance customer satisfaction and manage complaints. You'll build a robust process, ensuring effective resolution and reporting to leadership. Candidates need strong communication skills, a customer-centric mindset, and at least 4 years in a complaint role. This role offers a hybrid work environment and competitive benefits including a company pension and additional holidays based on service.

Benefits

Company Pension

22 days holiday plus UK Bank Holidays

Life Assurance - 4x Annual Salary

Optional Health Insurance - Bupa

Optional Health Cash Plan - Health Shield

£1,000 payment after 10 years service

Bike to Work Scheme

Season Ticket Commuter Loan

Charities Trust - Donations to charities pre tax

Annual Company Celebrations

Qualifications

• Minimum 4 years of experience in a customer complaint role.
• Experience with ombudsman.
• OFCOM understanding; Minimum 5 years experience in a customer complaints role.

Responsibilities

• Build a robust complaints process and ensure effective handling of customer complaints.
• Measure and analyse root causes with the wider business.
• Provide reports to senior leadership on complaints monthly.

Skills

Strong communication skills

Customer centric mindset

Data reporting and analysis

Organisational and detail-oriented

Ability to handle difficult conversations

Team collaboration

Confidence in ownership

Job description

Overview

Company DescriptionWho are Babble? Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity. Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.

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 are 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 dynamic team. If so, we have the perfect opportunity for you!

Responsibilities

• 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 analyse the root cause, working with the wider business on improvements.
• Design, implement and manage the complaints process.
• Work with stakeholders across the business to understand the root cause of issue, creating a continuous feedback loop.
• Report on process failures working with the QMS manager.
• Maintaining open and clear communication with customers throughout the complaint process, providing updates, explaining actions taken, and ensuring the customer understands the resolution.
• Set communication standards including reporting on all complaints.
• Provide training and guidance to staff on handling complaints, ensuring consistent and effective practice.
• Daily, weekly, monthly reporting on cases.
• Manage complaints that escalate to legal.
• Provide reports to the senior leadership team on complaints on a monthly basis.
• Hybrid-Working Policy: You will be contracted to work from the office; Babble operates a non-contractual Hybrid Working Policy with in-office anchor days and optional home working as applicable to the role.

Qualifications

• Strong communication skills.
• Customer centric minded and proven experience.
• Minimum 4 years of experience in a customer complaint role.
• Able to have difficult conversations with positive outcomes.
• Experience reporting and analysing data.
• Written, Verbal and Numerical literacy is a must.
• Must be organised and detail-oriented.
• Experience with ombudsman.
• Willing to learn.
• Ability to work as a part of a team.
• Confidence to take ownership of requests until completion.
• OFCOM understanding; Minimum 5 years of experience in a customer complaints role.

Benefits

• Company Pension
• 22 days holiday + UK Bank Holidays - with increased annual leave based on length of service
• Life Assurance - 4x Annual Salary
• Optional Health Insurance - Bupa
• Optional Health Cash Plan - Health Shield
• £1,000 payment after 10 years service
• Bike to Work Scheme
• Season Ticket Commuter Loan
• Charities Trust - Donations to charities pre tax
• Annual Company Celebrations

Recruitment Journey

The recruitment journey: We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements. Direct Candidates Only