An exciting opportunity has arisen for a Complaints Team Leader to join a dynamic and rapidly expanding commercial organisation who are leaders in their field of expertise. The successful candidate will have experience managing a complaints team within a business to business environment and ensuring that all complaints are dealt with efficiently, effectively and professionally.

Duties:

• Training, coaching and supporting new and existing team members
• Cascading information and briefings to the team effectively
• Updating the Customer Care Manager on any progress made or issues that have arisen
• Organising and managing monthly team meetings, ensuring agendas include any team issues to be raised
• Assigning complaints to individual team members and monitoring SLA’s and KPI’s
• Managing complaints effectively, ensuring responses are issued within defined timescales
• Gathering all information needed to provide an efficient response and resolution to complaints
• Analysing call recordings from the Customer Contact Centre
• Providing detailed written responses to complaints from MP’s, Solicitors and Clients within ten working days.  Ensuring the correct procedures have been adhered to and that all the points raised have been addressed
• Reviewing and quality checking the responses of team members to ensure compliance with company procedures
• Complying with all current and future legislation in accordance with company policies and procedures
• Liaising directly with internal departments to confirm the correct client procedures have been applied
• Dealing with any press enquiries or serious complaints and providing detailed reports to the Communications Team and Director
• Managing telephone calls and queries from other departments and complainants in a timely efficient and polite manner
• Setting objectives for six monthly and annual appraisals
• Managing holidays and illness and acting as the first point of contact when booking holiday or reporting sickness

Person specification

• Excellent time management and organisational skills
• An effective team player
• Excellent written and oral communicator
• Detail orientated and inquisitive
• Confident managing team members
• Competent dealing with complaints and seeing through to resolution

Knowledge, skills and experience

• Understanding of a customer care function within a business environment
• A clear and effective communicator, verbally, written and visually.
• Excellent time management, planning and organisational skills
• Able to work on own initiative and within a team environment.
• Presenting and reporting facts (verbal, written and visual)
• Managing written complaints by extracting and identifying issues and required outcomes to provide appropriate written responses
• Ability to excel under pressure and when working to frequent tight deadlines
• Data interpretation
• leading a team within a professional commercial environment
• Proficiency with Microsoft Word, Excel, Outlook and Access

Qualifications:

• Good level of general education including GCSE in Math’s and English (grades A-C) or equivalent