Customer Experience and Complaints Manager

Your new company
A well-established and customer-focused organisation is seeking a Customer Experience & Complaints Manager to join its customer service function. Operating within a fast-paced environment, the business prides itself on delivering high levels of service and continually improving the customer journey.This is an opportunity to play a key role in ensuring customer concerns are handled professionally, thoroughly and fairly, while driving improvements that enhance the overall customer experience.

Your new role
You will take ownership of the complaints and escalation process from investigation through to resolution. While this is not a people management role, you will act as a deputy for the Customer Service Manager when required and provide support across the wider function.

• Managing complex customer complaints and escalations in line with agreed service levels
• Leading detailed investigations, gathering evidence and establishing clear timelines of events
• Liaising with multiple departments, including Legal, Finance and Customer Service teams, to obtain information and support investigations
• Producing clear, accurate and professional written responses to customers
• Taking ownership of the complaints process and identifying opportunities for continuous improvement
• Supporting the Customer Service Manager during periods of absence
• Managing and reporting on Net Promoter Score (NPS) feedback and customer satisfaction data
• Creating presentations and reporting packs for monthly leadership and director meetings
• Ensuring all complaints are handled fairly, consistently and within regulatory or internal guidelines
• Building positive relationships with customers while managing sensitive conversations professionally

What you'll need to succeed
You'll have previous experience in a customer service, complaints, customer experience or service management environment. You will be confident handling complex situations, investigating issues thoroughly and communicating effectively with stakeholders at all levels.
You'll also have:

• Experience dealing with escalated customer complaints and resolutions
• Strong analytical and problem-solving skills, with the ability to investigate complex issues and identify root causes
• Confidence engaging with senior stakeholders and cross-functional teams
• The ability to gather, assess and present information clearly and accurately
• Experience creating reports, presentations and customer insight data
• A proactive approach with a desire to improve processes and drive positive change
• Excellent organisational skills and attention to detail
• Strong written and verbal communication skills
• The credibility and confidence to deputise for a manager when required
• A customer-centric approach with the ability to balance empathy and commercial awareness

What you'll get in return

• Competitive salary of 33,500 and benefits package
• Opportunity to take ownership of an important business process
• Exposure to senior stakeholders and leadership teams
• A varied role combining customer service, investigation, reporting and process improvement
• Supportive and collaborative working environment
• Career development opportunities within a growing organisation
• The chance to make a tangible impact on customer experience and service delivery
  This role would suit an intelligent, confident and commercially minded customer service professional who enjoys solving problems, managing complex investigations and driving continuous improvement while delivering an excellent customer experience.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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