Customer Service and Complaints Manager
New Yesterday
- Great opportunity to join a nationally renowned organisation
- Based in Watford with hybrid working
About Our Client
The company is a rapidly growing organisation with a commitment to providing outstanding customer experiences. They are known for their innovative services and focus on quality in their operations. They are currently recruiting for a Customer Service and Complaints Manager to join their successful customer service department based in Watford. Candidates will need to have experience leading teams of 10+, as well as a background in a highly regulated environment. Experience leading a customer service team who work with vulnerable customers is highly advantageous.
Job Description
- Manage the contact centre team to deliver excellent customer service.
- Develop and implement strategies to improve operational efficiency.
- Monitor customer interactions to ensure quality and compliance with standards.
- Analyse performance metrics and prepare detailed reports for senior management.
- Handle escalated customer issues and provide effective resolutions.
- Collaborate with other departments to enhance customer service processes.
- Oversee training and development programmes for contact centre staff.
The Successful Applicant
A successful Customer Service and Complaints Manager should have:
- Previous experience in a contact centre or customer service management role, leading teams of 10+ within a highly regulated industry.
- Strong leadership and team management skills.
- Proficiency in analysing data and using CRM systems.
- Excellent communication and problem-solving abilities.
- A proactive approach to improving processes and customer satisfaction.
What's on Offer
- Competitive salary negotiable depending on experience
- 26 days annual leave plus bank holidays
- Up to 10% bonus
- A permanent position within a reputable organisation.
- Opportunities to shape the customer service strategy and drive improvements.
- Supportive and professional work environment.
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- Location:
- Watford, England, United Kingdom
- Salary:
- £60,000 - £80,000
- Category:
- Management & Operations