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Résumé du poste
A leading recruitment platform in Falkirk seeks an Assistant Contact Centre Manager to oversee the complaints function. You will ensure compliance with standards, drive service excellence, and support team development. Ideal candidates have robust experience in complaints management within a contact centre setting, possess strong analytical and leadership skills, and are resilient under pressure.
Qualifications
- Experience in managing a complaints function.
- Proven track record in a contact centre environment focused on complaints.
- Strong understanding of regulatory frameworks.
Responsabilités
- Manage the complaints team's daily operations.
- Handle escalated complaints for resolution.
- Monitor team performance against SLAs and KPIs.
Connaissances
The Assistant Contact Centre Manager (Complaints) supports the overall management of the complaints function within the contact centre. The role ensures the effective handling of escalated complaints, compliance with regulatory standards, and delivery of a fair and timely resolution for customers. Working closely with the Contact Centre Manager, you will lead and support a team to drive service excellence, reduce repeat complaints, and identify opportunities for process improvement.
- Assist in managing the day-to-day operations of the complaints team within the contact centre.
- Handle escalated and complex complaints, ensuring prompt and fair resolution in line with company policies and regulatory requirements.
- Support the recruitment, training, and development of complaint-handling staff.
- Monitor team performance, providing coaching and feedback to achieve service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure complaint records are accurately maintained and reported in accordance with compliance and audit standards.
- Analyse complaints data to identify trends, root causes, and opportunities to improve customer experience.
- Collaborate with other departments to implement corrective actions and prevent recurrence of common complaints.
- Support the Contact Centre Manager in preparing management reports, performance reviews, and regulatory submissions.
- Promote a culture of customer advocacy and continuous improvement.
- Experience overseeing an end-to-end complaints function.
- Proven experience in a contact centre or customer service environment, with a focus on complaints handling.
- Strong knowledge of complaints management processes and regulatory frameworks (e.g., FCA, FOS, or industry-specific standards).
- Excellent communication, negotiation, and problem-solving skills.
- Ability to lead, motivate, and develop a team.
- Strong analytical and reporting skills, with experience using customer service/CRM systems.
- Resilient under pressure, with the ability to manage competing priorities.
* Le salaire de référence se base sur les salaires cibles des leaders du marché dans leurs secteurs correspondants. Il vise à servir de guide pour aider les membres Premium à évaluer les postes vacants et contribuer aux négociations salariales. Le salaire de référence n’est pas fourni directement par l’entreprise et peut pourrait être beaucoup plus élevé ou plus bas.
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