complaints manager in blackburn

job type
£ 24,000 per year
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job details

blackburn, north west
job category
customer services
job type
working hours
£ 24,000 per year
reference number
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job description

Role: Customer Complaints Manager

Salary: £24,000 - £30,000

Location: BB2 1AU

Hours: 37.5 Monday - Friday

As a Customer Complaints Manager, you will provide comprehensive and pragmatic support and solutions to our Customer Relations Teams.

You will be an experienced Manager with a background in complaints management. Your aim will be to actively partner and collaborate with management teams to provide pragmatic and commercially focussed solutions to both internal and external stakeholders.

What you will do:

* Leading the Customer Relations team, providing effective support with complaints or issues across the business
* Hold monthly operations meetings with all service lines to monitor, review and report on all complaints and customer service related issues across the business
* Demonstrate complaint drivers in each area, review root cause of complaints and implement action plans across the service to reduce complaint volumes
* Using feedback mechanisms, provide regular reporting on human error complaints and ensure feedback is delivered to individuals closely on quality of service.
* Review Customer Satisfaction information and provide feedback to stakeholders to inform continuous improvement
* Undertake regular objective setting and performance reviews with direct reports to encourage individual development, continuous improvement and high standards of performance and conduct

Your experience will include:

* A Strong leadership and management background essential
* A background in complaints management essential
* Excellent communication and stakeholder management skills
* Experience managing risks relating to complaint handling and excellent analytical skills
* Organised, able to manage a complex and diverse function and prioritise effectively
* A background in life and pensions is desirable, but not essential for this role

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.