Michelle Denny Recruitment is working alongside a market-leading group of companies in Diss to find an experienced Complaints Manager. With a salary package up to a negotiable £37,000pa, this role is offered on a hybrid or office-based basis.
 
As a Complaints Manager, you'll be at the forefront of customer service efforts, responsible for managing and resolving customer complaints. You'll play a crucial role in maintaining the company’s reputation for excellence by addressing customer concerns with empathy, professionalism, and integrity.
 
 
Key Responsibilities:

• Handle customer complaints from initiation to resolution, ensuring adherence to regulatory requirements and company policies.
• Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
• Liaise with various internal departments to address root causes of complaints and implement corrective actions where necessary.
• Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
• Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.

 
Person requirements:

• Previous experience in a similar role is essential and having worked in the financial services industry is highly desirable.
• Excellent communication and interpersonal skills, with the ability to empathise 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 apply?
 

• Competitive salary package of a negotiable £40,000pa, with opportunities for career advancement and professional development.
• Dynamic and supportive work environment, where your contributions are valued and recognised.
• Chance to make a meaningful impact by helping continuously improve customer experiences.

 
If you're ready to take on a rewarding challenge and play a pivotal role in shaping the business’ customer experience, we want to hear from you! Apply now to join the team as Complaints Manager and embark on a journey of growth and success.  Please make contact with Dan Curtis or simply apply online.