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Customer Service Director

1 month ago

Diss, Norfolk, United Kingdom Michelle Denny Recruitment Full time

Michelle Denny Recruitment is partnering with a market-leading group of companies in the UK to find an experienced Complaints Manager.

This role offers a competitive salary package up to £45,000 per annum, with the flexibility to work on a hybrid or office-based basis.

About the Role:

As a Complaints Manager, you will be responsible for managing and resolving customer complaints with empathy, professionalism, and integrity.

Key Responsibilities:

  • Manage the entire complaints process from initiation to resolution, ensuring compliance with regulatory requirements and company policies
  • Conduct thorough investigations, gathering all necessary information and evidence to reach fair and informed decisions
  • Collaborate with internal departments to address root causes of complaints and implement corrective actions
  • Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction
  • Serve as a point of escalation for complex or high-priority complaints, using strong problem-solving skills and a proactive approach to resolution

Person Requirements:

  • Previous experience in a similar role is essential, with a background in the financial services industry being highly desirable
  • Excellent communication and interpersonal skills, with the ability to empathize with customers and diffuse tense situations
  • Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints
  • Knowledge of FCA regulatory requirements is advantageous
  • Proven ability to work under pressure and manage multiple priorities in a fast-paced environment
  • A customer-centric mindset and a commitment to delivering exceptional service at all times

Why This Role?

  • A competitive salary package of up to £45,000 per annum, with opportunities for career advancement and professional development
  • A dynamic and supportive work environment where your contributions are valued and recognised
  • The opportunity to make a meaningful impact by continuously improving customer experiences

How to Apply:

If you're ready to take on a rewarding challenge and play a pivotal role in shaping the company's customer experience, we want to hear from you.