Customer Complaints and Quality Manager

Dixons Carphone; London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Complaints and Quality Manager to oversee operations within their contact centre. This pivotal role involves managing complaints handling, ensuring high service standards, and driving continuous improvements. You will lead a dedicated team, working closely with various stakeholders to enhance customer experience and satisfaction. The company offers a hybrid working model, competitive benefits, and a commitment to inclusion and diversity. Join a team where your contributions can make a significant impact on both customers and the planet.

Benefits

25 days annual leave

Private Medical Insurance

Life Assurance

Colleague Discounts on Tech

Access to Champion Health

Hybrid Working

Qualifications

• Experience managing outsourced partners and understanding contact centre KPIs.
• Strong relationship management and interpersonal skills.

Responsibilities

• Manage complaints and quality assurance operations with outsourced partners.
• Track and improve key metrics like resolution time and customer satisfaction.

Skills

Numerical Skills

Budget Management

Contact Centre Operations

Customer Centricity

Problem Solving

Relationship Management

Presentation Skills

Job description

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Customer Complaints and Quality Manager
London- Hybrid
Currys London Campus at Waterloo
Permanent
Full Time
Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 2.1 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

As iD Mobile’s Customer Complaints & Quality Manager, you’ll manage complaints handling, vulnerable customer support, and quality assurance within our contact centre, ensuring high service standards and regulatory compliance. While managing a small team, you’ll primarily oversee operations within our outsourced contact centres and Currys retained teams. You’ll manage supplier relationships, drive performance in complaints resolution and vulnerable customer care, and support the implementation of policies, training, and monitoring frameworks. Leading your team, you’ll work closely with the Customer Interaction Manager and play a key role in delivering exceptional service, fair outcomes, and continuous improvements while supporting business growth.

Role overview:

As part of this role, you'll be responsible for:

• Manage complaints, vulnerable customer and quality assurance daily operations with outsourced contact centre partners and Currys retained teams, ensuring high service standards across all contact channels, including chat, voice, correspondence, social, Community, review sites, customer surveys, trouble tickets, and complaints
• Oversee regulatory complaint handling, ensuring compliance with Ofcom guidelines and minimise escalations
• Track, report and improve key metrics, including resolution time, customer satisfaction, complaint volumes, service quality, and Ofcom performance
• Work with planning teams to ensure complaints staffing levels meet customer demand while optimising costs and efficiency, without compromising service quality
• Identify opportunities to streamline workflows and processes, introduce automation, and enhance complaint handling tools
• Analyse complaints data to reduce volumes, improve first contact resolution (FCR), and enhance the customer experience
• Ensure robust quality monitoring and coaching frameworks are in place to improve customer interactions
• Work with internal teams to align strategies, prioritise customer issues, and contribute to the Customer Experience Forum
• Drive high engagement, professional growth, and performance within the team
• Assist with major incidents, ensuring clear and timely communication
• Oversee quality assurance, calibrations, and training to maintain service standards
• Monitor and report on complaint trends, FCR performance, Ombudsman cases, and Ofcom complaint drivers, ensuring continuous improvements
• Keep stakeholders informed on key issues, trends, and operational improvements
• Travel to Warrington and South Africa as required to work with partners

You will need:

• Strong numerical and budget management skills
• Understanding of contact centre operations and key complaints handling and quality assurance KPIs
• Experience managing outsourced partners
• Ability to work with planning teams to produce annual and rolling forecasts
• Experience in team management, including colleague development
• Customer-centric mindset with a focus on driving satisfaction and loyalty
• Excellent problem-solving skills to handle complex customer issues
• Strong relationship management and interpersonal skills
• Confident and clear presentation skills
• Ability to document internal business processes and procedures
• Telecommunications experience is preferable

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Private Medical Insurance
• Life Assurance
• Fantastic Colleague Discounts on Tech with Currys and iD Mobile
• Access to Champion Health
• Hybrid Working (with an expectation to meet in person 2-4 times per month)

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [e-mail] and we'll do our best to help.