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Role: Complaints Team Leader
Location: Basildon, CM11 2UF
Permanent – Full Time 40 hours
Salary: Up to £34k per anum
We are looking to recruit a Complaints Team Leader to join our team at our Basildon Complaints Team, from our office at Basildon.
About the Role
As the Customer Complaints Team Leader, you will also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction.
- Key Responsibilities:
- Managing Complaints:
Handling stage 1, stage 2, and ombudsman complaints, ensuring they are resolved in line with company procedures. - Team Leadership:
Overseeing a team of administrators, providing support and guidance on complaint resolution. - Service Improvement:
Analyzing customer feedback and developing strategies to improve customer satisfaction and the overall customer journey. - Process Management:
Ensuring compliance with company systems and processes, including maintaining accurate records and meeting KPIs. - Communication:
Providing clear and effective communication to both customers and colleagues regarding complaints and service improvements.
Benefits
- Profit Share Discretionary Annual Bonus Scheme
- 26 Days Holiday plus Bank Holidays
- Enhanced Pension Plan
- Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Work Perks Discounts & Vouchers
- Buy & Sell Holiday Schemes
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
- Learning & Development Opportunities
- Extensive Wellbeing Support, including EAP
- Loyalty & Values Awards
- Funded Professional Subscription
Please apply today or call Leah Seber at Build Recruitment for more information
