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Are you an experienced Customer Insight Manager with the ability to astutely analyse and report on findings to drive strategic decisions and reach a solution? The successful candidate will manage the investigative complaints team and will compile data to improve the company's understanding of their customers.
Job Title: Customer Insight (Resolution) Manager
Salary: £42,000 - £44,000 per annum
Location: Bracknell
Contract: Permanent, full-time
Key Responsibilities:
- Manage the complaints-handling department to ensure prompt response to customer queries and effective resolution strategies
- Have a hands-on approach to support your team with escalated customer complaints
- Utilise a variety of data sources, including market research, customer feedback, and internal data, to identify trends and patterns in customer complaints
- Conduct thorough reviews of complaints with relevant departments to identify root causes and implement proactive solutions
- Present findings and recommendations to senior leadership to be further analysed
- Enhance and streamline the complaints process, utilising technology to gather customer feedback and optimise their experiences
- Provide comprehensive training and support to both the team and other departments to elevate complaint management practices
What we are looking for
- Experience working in a customer insight position
- Effective and professional complaint handling skills
- Good people and workload management skills
- Ability to analyse and present data
- Confident user of Microsoft Excel
- Problem solver and decision maker
- Excellent customer service
Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
