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Complaints Lead
2 months ago
**Complaints Lead - Customer Experience Manager**
We are seeking an experienced Complaints Lead to join our team at Thames Water. As a Complaints Lead, you will be responsible for leading a team of Complaints Advisors and promoting a high-performing culture focused on delivering quality customer experiences.
Key Responsibilities- **Lead a Strong Operational Complaints Team**: Drive the successful reduction of complaints and repeat complaints, ensuring a high level of customer satisfaction.
- **Direct Line Management**: Manage a team of 4-6 Team Managers, providing guidance and support to ensure the team's success.
- **Accountability**: Take ownership of the overall performance of the Waste complaints teams, ensuring sustainable operational performance and meeting targets.
- **Embed Targets**: Ensure targets are integrated into day-to-day activities, driving a culture of excellence and continuous improvement.
- **Build Relationships**: Foster strong relationships with peers, managers, and stakeholders, promoting a collaborative and supportive work environment.
- **Collate Feedback**: Gather feedback and customer insight to implement improvements, driving business growth and customer satisfaction.
- **Create Operational Plans**: Assist senior management in developing detailed plans to deliver a successful end-to-end customer contact journey.
- **Present Performance Reports**: Prepare and present regular performance reports, tailored for delivery at various levels, ensuring transparency and accountability.
- **Deliver Cost Efficiencies**: Drive cost efficiencies and increase customer satisfaction scores, ensuring a positive impact on the business.
- **Coach and Mentor**: Provide coaching and mentoring to teams to improve services and outputs, promoting a culture of excellence and continuous learning.
- **Experience in Promoting Sustainable Change**: Proven experience in promoting and embedding sustainable change, driving business growth and customer satisfaction.
- **Leadership Experience**: Experience in leading a large team of 20-50 FTE, with a strong track record of success.
- **Coaching and Mentoring**: Excellent coaching knowledge and experience in managing a customer service team, with a focus on developing and empowering team members.
- **Analytical and Reporting Skills**: Strong analytical, reporting, and presentation skills, with the ability to communicate complex information effectively.
- **Customer Journey Knowledge**: Good knowledge of customer journeys and customer contact operations, with an understanding of first-contact resolution processes.
- **Emotional Intelligence**: Demonstrates emotional intelligence, with the ability to help people think differently in their approach.
- **Competitive Salary**: A competitive salary of £41,440 and up to £50,000 per annum, depending on skills and experience.
- **Annual Leave**: 26 days holiday per year, increasing to 30 with length of service, plus bank holidays.
- **Contributory Pension**: A contributory pension scheme, with a maximum of 12% employer contribution.
- **Personal Medical Assessments**: Open to all employees once a year.
- **Wider Benefits Scheme**: A range of benefits, including a benefits hub, which offers discounts and information to support wellbeing.
