Complaints Team Manager - Remote

Overview

The Complaints Team Manager will lead a team dedicated to ensuring customer satisfaction and resolving complaints effectively. The role involves coaching team members, managing performance, and instilling a customer-centric culture.

In Short

• Lead and develop a team of Complaints Customer Operations representatives.
• Ensure customer issues are resolved quickly and effectively.
• Empower team members to identify opportunities for improvement.
• Conduct performance reviews and provide constructive feedback.
• Manage employee relations and contribute to hiring decisions.
• Foster a strong customer-centric culture within the team.
• Regularly review team performance and interactions.
• Collaborate with other managers to share best practices.
• Organize training and development for team members.
• Ensure compliance with data protection and performance documentation.

Requirements

• Experience in Leadership and team management.
• Background in a Complaints area within a regulated environment.
• Strong time management skills and ability to prioritize workloads.
• Excellent communication skills.
• Ability to work with MacOs, Slack, and GSuite tools.
• Experience in managing employee relations cases.
• Proven track record in improving team performance.
• Ability to motivate and engage team members.
• Experience in coaching and supporting team development.
• Understanding of customer service best practices.

Benefits

• £1,000 learning budget each year for training and development.
• Flexible working environment.
• Comprehensive benefits package.
• Opportunities for career progression.
• Supportive team culture.