Customer Service (Complaints Handling)

Adecco (Portugal); Warwick; Sur place; GBP 32 000 - 52 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Health benefits

Pension scheme

Professional development

Supportive environment

Impactful work

Résumé du poste

Unknown Warwick-based financial services company is seeking a Customer Care Manager or Assistant Customer Care Manager to lead complaints handling and drive customer satisfaction.

You will oversee the end-to-end complaints process, identify trends, and work with internal teams to implement improvements. This role offers permanent opportunities with flexible full/part-time options and a supportive environment in Warwick.

Qualifications

• Experience in complaints handling and customer service.
• Strong communication and relationship-building skills.
• Analytical mindset with the ability to identify trends and recommend improvements.
• Ability to work effectively in a fast-paced environment.

Responsabilités

• Manage customer complaints from investigation through to resolution.
• Ensure complaints are handled efficiently and in line with regulatory and company standards.
• Analyse complaint data to identify recurring themes and root causes.
• Work closely with internal departments to implement improvements and reduce future complaints.
• Provide guidance, coaching, and support to team members on complaint handling best practice.
• Monitor customer feedback and present insights to senior stakeholders.
• Maintain accurate records and reporting to ensure compliance requirements are met.
• Drive initiatives that enhance customer satisfaction and service delivery.

Connaissances

Complaint handling

Customer service

Communication

Problem solving

Analytical thinking

Organization

Description du poste

Customer Care Manager / Assistant Customer Care Manager (Complaints Handling)

Location: Warwick

Contract Type: Permanent - Full time and part time available

Industry: Financial Services & Insurance

Do you thrive on delivering exceptional customer experiences?

Our client, a well-established organisation within the financial services and insurance sector, is seeking a Customer Care Manager or Assistant Customer Care Manager to join their growing team in Warwick.

This is an exciting opportunity for an experienced customer service professional with a passion for complaints resolution, continuous improvement, and customer satisfaction. You'll play a key role in ensuring customers receive outstanding support while helping to drive positive change across the business.

The Role

As part of the Customer Care team, you will oversee the complaints handling process from initial receipt through to resolution, ensuring fair, timely, and customer-focused outcomes. You will also identify trends, recommend improvements, and contribute to enhancing the overall customer journey.

Key Responsibilities

• Manage customer complaints from investigation through to resolution.
• Ensure complaints are handled efficiently and in line with regulatory and company standards.
• Analyse complaint data to identify recurring themes and root causes.
• Work closely with internal departments to implement improvements and reduce future complaints.
• Provide guidance, coaching, and support to team members on complaint handling best practice.
• Monitor customer feedback and present insights to senior stakeholders.
• Maintain accurate records and reporting to ensure compliance requirements are met.
• Drive initiatives that enhance customer satisfaction and service delivery.

About You

We're looking for someone who can combine strong customer service skills with a proactive and solution-focused approach.

Essential Skills & Experience

• Previous experience in complaints handling and customer service.
• Strong communication and relationship-building skills.
• Excellent problem-solving and conflict-resolution abilities.
• Analytical mindset with the ability to identify trends and recommend improvements.
• Strong organisational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.

Desirable

• Experience within financial services, insurance, banking, or a regulated environment.
• Previous supervisory, team leader, or management experience.
• Experience developing processes, training, or quality improvement initiatives.

What's on Offer?

• Competitive salary and benefits package.
• Health and wellbeing benefits.
• Pension scheme.
• Ongoing professional development and career progression opportunities.
• Supportive and collaborative working environment.
• The opportunity to make a genuine impact on customer experience and business performance.