Customer Service and Complaints Manager

Michael Page

  • Watford, Hertfordshire
  • £45,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
The Customer Service and Complaints Manager will oversee day-to-day operations within the customer service department, ensuring the delivery of exceptional service and leading a team of 15. This role requires strong leadership skills to optimise team performance and maintain operational efficiency, based in Watford.
  • 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.
Great opportunity to join a nationally renowned organisationBased in Watford with hybrid workingA 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.
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.
  • 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.

Michael Page