Complaints Manager

Michelle Denny Recruitment is partnering with a market-leading group of companies in Diss to find an experienced Complaints Manager.

Offering a competitive salary package up to a negotiable £45,000 per annum, this role is available on a hybrid or office-based basis, depending on your preference. Please note, this would be 3 days in the office, and 2 from home.

About the Role:

As a Complaints Manager, you will be at the forefront of the company’s customer service initiatives, responsible for managing and resolving customer complaints with empathy, professionalism, and integrity. Your efforts will be crucial in upholding the company’s reputation for excellence by effectively addressing customer concerns.

Key Responsibilities:

• Manage the entire complaints process from initiation to resolution, ensuring compliance with regulatory requirements and company policies
• Conduct thorough investigations, gathering all necessary information and evidence to reach fair and informed decisions
• Collaborate with internal departments to address root causes of complaints and implement corrective actions
• Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction
• Serve as a point of escalation for complex or high-priority complaints, using strong problem-solving skills and a proactive approach to resolution

Person Requirements:

• Previous experience in a similar role is essential, with a background in the financial services industry being highly desirable
• Excellent communication and interpersonal skills, with the ability to empathize with customers and diffuse tense situations
• Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints
• Knowledge of FCA regulatory requirements is advantageous
• Proven ability to work under pressure and manage multiple priorities in a fast-paced environment
• A customer-centric mindset and a commitment to delivering exceptional service at all times

Why Apply?

• Competitive salary package of up to £45,000 per annum, with opportunities for career advancement and professional development
• A dynamic and supportive work environment where your contributions are valued and recognised
• The opportunity to make a meaningful impact by continuously improving customer experiences

How to Apply:

If you’re ready to take on a rewarding challenge and play a pivotal role in shaping the company’s customer experience, we want to hear from you!

Apply now to join the team as a Complaints Manager and embark on a journey of growth and success. Please contact Michelle Denny for more details.