Complaints Resolution Specialist

4 days ago

Reigate, Surrey, United Kingdom Fusion People Full time

Job Title: Complaints Manager

Fusion People is seeking a skilled professional to join our team as a Complaints Manager. Our client is a leading emergency plumbing and heating company based in the UK, with a strong presence in Reigate and Basingstoke.

The key aspect of this role is to support the Internal Operations Manager in managing the day-to-day complaints/customer service function. This includes handling incoming 'expressions of dissatisfaction' and written complaints, as well as overseeing the activities of the Complaints Administrators.

Key Responsibilities:

  • Lead a team of 2 Complaints Administrators, focusing on their development, productivity, and career progression.
  • Manage complaints and customer 'expressions of dissatisfaction' in accordance with regulatory requirements, including those set by the FCA and our Franchisor.
  • Utilize management and performance information to identify emerging issues, trends, and areas for service improvement across the organization.
  • Stay informed of changes in legislation, regulation, and policies, ensuring compliance with Data Protection rules and regulations.
  • Communicate effectively with customers and colleagues through various channels, capturing necessary information for data reports and spreadsheets.
  • Complete projects as assigned by the Director(s).

Requirements:

  • Strong communication skills, including in-person, phone, and email interactions.
  • Experience in Complaints Handling and Customer Service Improvement is essential.
  • Flexibility in approach and ability to work in a fast-paced environment, preferably in a Trade or Home Visit based organization.

Benefits:

  • 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

Fusion People is an equal opportunities employer, committed to promoting diversity and inclusion in the workplace.

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