Complaints Team Manager

Atos; City of Edinburgh; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking a dedicated Complaints Team Manager to lead their complaints handling team. The role involves managing customer complaints, ensuring high satisfaction levels, and compliance with regulations. Strong people management and analytical skills are essential. The position offers a one-year fixed-term contract with various benefits.

Benefits

25 days annual paid leave

Wellbeing programs

Private medical care

Pension contributions up to 10%

Flex benefits program

Courses and certifications opportunities

Conferences and Expert Communities

Charity and eco initiatives

Qualifications

• Proven experience in customer service or complaint management.
• Strong knowledge of regulatory requirements in complaint management.

Responsibilities

• Manage and resolve customer complaints efficiently.
• Train and supervise a team of complaint handling staff.
• Prepare and present regular reports on complaint metrics.

Skills

Analytical Skills

Problem-Solving

Communication

Interpersonal Skills

Team Management

Job description

Please note that this is a Fixed Term opportunity (1 year contract).

Your job in a nutshell:

We are seeking a dedicated and customer-focused Complaints Team Manager to lead our complaints handling team. The ideal candidate will be responsible for managing and resolving customer complaints efficiently and effectively, ensuring high levels of customer satisfaction and compliance with regulatory requirements. We are looking for someone with strong people management skills who can influence, inspire and drive excellence coupled with strong knowledge of the complaints process and procedures.

What will you be doing:

• Receive and Document Complaints: Accurately log customer complaints, capturing all relevant details for thorough investigation.
• Prioritise Complaints: Assess complaints based on severity, potential impact, and urgency to ensure timely resolution ofcritical issues.
• Investigate Complaints: Collaborate with relevant departments (e.g., Quality Assurance, Product Development) to identify root causes and develop effective resolution strategies.
• Implement Solutions: Develop and implement corrective actions and follow-up procedures to resolve complaints and improve customer satisfaction.
• Maintain Records: Keep a comprehensive database of all customer complaints, resolutions, and feedback to identify trends and areas for improvement.
• Report and Analyse: Prepare and present regular reports on complaint metrics, resolution effectiveness, and customer satisfaction to senior management.
• Train and Supervise Staff: Train and oversee a team of complaint handling staff, ensuring they have the necessary skills and knowledge to manage complaints effectively.

Requirements:

• Proven experience in customer service or in complaint management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage and lead a team effectively.
• Knowledge of relevant regulatory requirements and best practices in complaint management.

Rewards and benefits:

• 25 days annual paid leave;
• Wellbeing programs & work-life balance - integration and passion sharing events;
• Private medical care;
• Pension contributions up to 10%;
• Flex benefits program;
• Courses and certifications opportunities;
• Conferences and Expert Communities;
• Charity and eco initiatives.

As a Disability Confident employer,we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those whomeet the minimum criteria for this position will be offered an interview. We are committedand willingto making reasonable adjustments to the application and assessment process to accommodate your needs. If you would like to discuss this further, please contact us via our dedicated mailbox - [e-mail]

Recruiter Contact:

Please write directly toDiana Yurukovaon LinkedInhttps://www.linkedin.com/in/diana-yurukova-2a91a363/

*If you require additional support with the recruitment process, please let us know during the application process.