Complaints Manager- Circa £35,000 pa
- Leeds
- £35,000 per year
- Permanent
- Full-time
- Leading the Complaints Team in handling complaint cases efficiently and compliantly in line with both our processes and procedures whilst adhering to regulatory requirements
- Negotiating settlements by mediating disputes and finding mutually agreeable outcomes
- Providing guidance supporting customers and staff throughout the complaints process
- Identifying trends, through analysing complaints data to identify recurring issues and areas for improvement
- Making recommendations such as suggesting changes to policies, procedures, or products based on complaint analysis
- Promoting a positive culture, fostering a culture where complaints are seen as valuable feedback for improvement
- Training and development to ensure employees are equipped to handle complaints effectively
- Previous experience in a similar role
- Understanding of a positive customer experience
- Experience in a technically driven business
- Experienced in delivering a right first-time good outcome for a customer
- Experience of working in a fast paced, vibrant and at times, pressured environment