Are you a skilled customer service professional with a talent for resolving complaints? If so, this Customer Complaints Manager position could be your next challenging and rewarding career move, in complaints handling and customer service.

​

Our client prioritises the growth and well-being of their staff, offering an exceptional benefits package that includes a bonus scheme, private healthcare, Death in Service, Health Cash Plan, Critical Illness Cover, Holiday Purchase Scheme, social events, reward and recognition vouchers, employee discounts, cycle to work scheme, long service awards, discounted gym membership, and complimentary tea & coffee.

​

As a Customer Complaints Manager within the bustling insurance firm, your role will revolve around supporting customer service teams by investigating and resolving complaints. 

• Initiating contact with customers via telephone, building strong rapport, and thoroughly investigating complaints from acknowledgement to conclusion.

• Keeping clients updated on the progress of their complaints.

• Conducting root cause analysis of complaints and addressing dissatisfaction expressed on social media e.g. Trustpilot.

• Developing and enhancing training materials.

• Coordinating with vehicle repairers and insurers to ensure swift action and resolution.

• Compiling and presenting comprehensive reports using Excel.

​

To thrive in the role of Customer Complaints Manager, you'll need:

• A polished telephone manner, resilience, and exceptional customer service skills.

• Experience of dealing with complaints up to final resolution e.g. final response letter or email 

• The ability to empathise with customers and effectively address their complaints.

• Prior experience in call centres, customer service centres, conflict resolution, or complaints handling.

• Background in insurance, banking, finance, motor trade, or car dealerships, preferably with exposure to FCA regulations.

• Keen attention to detail and analytical problem-solving skills.

• Self-motivation with a determination to drive resolutions and close cases.

• Proficiency in Microsoft Office, with essential Excel skills, and CRM experience.

​

This is pivotal role in ensuring customer satisfaction through efficient complaint resolution. Apply now to be part of this dynamic and growing organisation!

Please note SVB Solutions are acting as a Recruitment agency for the purposes of this vacancy.