Complaints and Customer Service Team Manager

Division
Operations

Location
South West

Salary
£25,000 - £28,000

Reference
888255

Consultant
Hazan Beliger
haz@contactcentrepartners.com
020 8989 7779

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

We are delighted to be working with a returning client based in Swindon for a Customer Support and Complaints Team Leader. You will be responsible of 10+ agents who are handling customer queries and complaints.

You will need to have experience working within a complaint focused environment and have the ability to deal with escalations and identify trends and root cause to enhance and improve service.

Role Summary:

  • To ensure full and timely customer resolution for all complaints
  • To continuously seek ways to improve both the service to the customer and efficiency
  • To maintain an up to date knowledge of relevant product information and to ensure this is communicated effectively to advisors.
  • To work closely with other internal teams such as the escalations, sales and delivery teams, to ensure a seamless and responsive service to our customers
  • To raise customer related incidents to the appropriate stakeholders providing accurate and relevant information

Experience required

  • 2 years minimum experience as a Team Leader in a Contact Centre environment
  • Experience working and taking full ownership of complaints and handling escalations
  • Managed a team of 10 or more agents
  • Stakeholder management
  • Experience working in a fast-paced environment

If this role is for you please apply for your CV to be shortlisted for consideration