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Complaints Team Lead

2 months ago

Reigate, Surrey, United Kingdom Fusion People Ltd Full time
Job Title: Complaints Team Lead

Location: Reigate

Salary: £28,000 per annum

Reporting to: Internal Operations Manager

Fusion People Ltd is a leading emergency plumbing and heating company based in Reigate, Surrey. As a company, they carry out circa 8,000 home visits per month, varying from minor repairs to extensive installation works. With offices in Reigate and Basingstoke, they are a growing business with 110+ engineers and 30+ office staff.

Job Summary

The key element to the role of Complaints Team Lead is to support the Internal Operations Manager by managing the day-to-day complaints/customer service function, including managing incoming 'expressions of dissatisfaction' and written complaints. The existing complaints team consists of two Complaint Administrators, who the new Complaints Team Lead will directly be responsible for on day-to-day activities. While this role will be dealing with a good amount of incoming work, a key goal is to turn the Customer Services function into a proactive one - identifying key trends and gaps in our offering that will, by resolving, improve the world-class service delivered already.

Duties & Responsibilities
  • Lead a team of 2 Complaints Administrators - their abilities, productivity, and career progression
  • Being responsible for Complaints raised and customer 'expressions of dissatisfaction', in accordance with the rules set by the FCA, our Franchisor, and Clients. Managing these from when they come into the business to closure
  • Seeking to improve our service delivery - by identifying weak areas in our business and assisting in their improvement
  • To use management and performance information effectively to identify emerging issues, trends, and areas for service improvement across the organisation
  • To keep a log of lessons learnt and follow-up actions
  • To address non-compliance issues and working with departments to take remedial actions
  • To carry out site visits for Operational or Customer Service needs
  • To stay informed of changes in legislation, regulation, and policies
  • All works to be carried out compliant with Data Protection rules and regulations
  • Continual communication via telephone, interactions, and E-mails to keep customers and colleagues informed
  • Capturing of all information required to compile information spreadsheets and data reports
  • To complete Projects as set out by the Director(s). This may involve any aspect of the Business
  • To carry out any duties reasonably expected within your role and skill set
Key Skills for the Role
  • To operate as an effective member of the team and lead from the front
  • Strong communication skills including in person, on the phone, and via email
  • Experience of Complaints Handling, Customer Service Improvement are a must
  • Experience of FCA regulations
  • To be flexible in your approach to all aspects of work
  • Strong IT skills with key systems used in the business being; Microsoft Office and Microsoft 365
  • Experience of managing within a fast-moving Organisation would be advantageous - preferably in a Trade or Home Visit based organisation
What we Offer our Team

Basic Salary

Pension

20 days holiday plus bank holidays

Group Life Assurance (post 6 month qualifying period)

Group Medical Cash Plan (post 6 month qualifying period)

Access to certain benefits and discounts

Annual discretionary bonus scheme

Overtime options available