3 Month Interim Complaints Manager

Division
Operations

Location
Home Counties

Salary
£35,000 - £40,000

Reference
888281AG

Consultant
Avi George
avi@contactcentrepartners.com
020 8989 7779

Apply Now

Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.

We are once again working with a very loyal client that we have successfully supported over the years to help them grow and achieve their goals around growth and experience improvements.

I am now exclusively in the market on their behalf to find them an experienced Complaints Manager to take charge of all ongoing processes and resolutions.

Supporting an FTE of c15 across both in house and outsource functions your responsibilities will include but may not be limited to:

  • KPI & SLA setting and monitoring
  • Point of Escalation
  • Continually Improve department efficiencies
  • Key Stakeholder
  • Maintain practice in accordance to regulators such as CAB, Ombudsmen & Ofgem
  • Lead across in house and outsource
  • Root Cause Analysis

As you will see above this role is working within a regulated environment, specifically utilities. Because of this it is essential that you not only possess the relevant skill within a contact centre environment but to be considered and successful you must come from a utilities background. These complaints are dealt with across multi channels of contact so exposure to phone, email and social media would also be advantageous.

My client is innovative, inclusive and regarded as one of the best in their field. I have really enjoyed working with the business and everyone I have placed so far have gone from strength to strength including promotion.

For full details of this role and company please apply via the link below