Customer Resolutions Manager

Customer Resolution Team Leader

Location: Leatherhead

Job type: Full time (Office based) Monday - Friday (9-5)

Salary: up to �33000 - �35000 pa (+ 8% annual company performance bonus)

Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus.

Core areas of responsibility:

• Complaints Frameworks


• Root Cause Analysis (RCA)


• Social Media


• Ombudsman-level complaints


• Reporting & training

The Role

• Investigating complaints


• Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media


• Supporting Root Cause Analysis


• Coaching & developing


• Pro-actively managing complaints received via social media platforms


• Complaints reporting


• Complaint handling training

• Dealing with customer complaints


• Delivering complaints reporting & analysis


• Demonstrating and developing a sound knowledge of external regulations


• Building strong relationships


• Collating and delivering performance data


• Demonstrating ownership of core processes


• Accountability for personal development


• Maintaining a strong team brand image

Person Specification

• Excellent communication skills across a variety of channels


• Full working knowledge of Microsoft Office


• Numeracy & grammatical skills


• Flexible & adaptable approach to working


• Accuracy & attention to detail


• Comfortable working in a team environment


• Strong organisational skills


• Experience of working in a KPI-driven environment


• Competent in managing customer complaints & escalations


• Experience producing management information and reports