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Complaints Manager Full Time

at Utility Warehouse Bournemouth in Bournemouth (Published at 03-05-2021)

Complaints Manager
Salary: £23,000 - £26,000 plus benefits
Location: Bournemouth
Hello we are Glow Green

With an annual turnover of over £18 million, Glow Green are a fast growing consumer heating solutions provider. Owned by Utility Warehouse (Telecom Plus PLC) we have big ambitions to accelerate our growth plans in an evolving marketplace. As an industry recognised and award-winning company, Glow Green?s mission is to become the UK's largest leading home heating solutions provider with a first-class workforce spread nationwide.
What we are looking for

We are looking for an experienced Complaints Manager with a proactive, solutions-seeking mindset to join our team in Bournemouth. You will take responsibility for the day to day operational management of our complaints team and play an instrumental role in driving improvements across the business. We place our customers at the forefront of what we do and we are looking for a Complaints Manager who will play a key role in delivering our ambitious plans, ensuring that learning from customer feedback is adopted across the business.

About the role


    • Overseeing the day to day management of the complaints team and supporting the team with the most complex queries and complaints;

    • Providing leadership to the team and identifying new and innovative ways of working that improve complaint handling and customer satisfaction;

    • Supporting the Head of Customer Service to deliver the company?s business objectives working in conjunction with area team leaders and managers across the business;

    • Work to support operational areas of the business to resolve the most complex and escalated complaints;

    • Ensure all all new complaints, both verbal and written are logged and tracker correctly;Investigate the most serious of complaints, gather evidence from both customers and staff members, ensuring they are handled effectively and learning is identified;

    • Taking a lead role in effectively and efficiently handling cases relating to the ombudsman and other governing bodies such as Gas Safe;

    • Producing management complaint data and monitoring information;

    • Overseeing the Furniture Ombudsman's Annual Review.

About you


    • You are a subject matter expert in complaints handling and resolution. You can draw upon and articulate previous Complaints experiences (what's worked well and what's worked not so well);

    • Experience is leading and managing a team, ideally a complaints team;

    • Experience dealing with the Financial Ombudsman;

    • An ability to empathise with the customer, understand their situation whilst remaining aware of the business needs;

    • A passion for enhancing the customer experience and implementing improvements;

    • Excellent customer engagement skills;

    • Commercial acumen and effective decision making;

    • A quick problem solver;You are empathetic and and work well with people;

    • You are very hands-on and solve problems when you spot them.

What's on offer


    • Competitive annual salary between £23k and £26k per annum, dependant on experience;

    • Performance related pay reviews;

    • Excellent progression opportunities across the business as we expand;

    • Ongoing personal development;

    • Early probation for employees who excel;

    • Being a part of an expanding company;

    • Company Pension Scheme;

    • 28 Days annual leave entitlement (including Bank Holidays).


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