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Complaints Manager
Job Posted: 9 hours ago
Salary: £ 37,000 - 43,000 / Annum
Job Type: Permanent
Location: MK14, Great Linford, Milton Keynes
Expire in: a month
Job Description
IMSERV is one of the UK’s leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software.
PURPOSE OF THE ROLE:
The Complaints Manager will effectively handle and resolve customer complaints within the organization, ensuring timely and efficient resolution while maintaining customer satisfaction. This involves investigating complaints, communicating with customers, and collaborating with other departments to find solutions and prevent future issues.
Along with a focus on continual improvement of processes and outcomes, the role will also support day to day work including responsibility for the oversight or direct management of some highly complex or highly sensitive complaints
MAIN RESPONSIBILITIES:
* Deal with complex and escalated complaints, requiring strong problem-solving skills.
* Ensure the complaints process runs smoothly from beginning to end, including reviewing workload on a day- to-day basis, identifying and dealing with any delays in the system and reviewing/improving any quality issues for example the quality of final responses.
* Positively work to resolve any problems which arise in relation to the management of complaints, which may involve careful consideration of complex issues, or discussion with appropriate senior staff.
* Manage the most complex, sensitive or difficult (for whatever reason) complaints confidently and sensitively, knowing when to escalate or to seek advice from more senior staff.
* Thoroughly analyse complaints to understand the root cause and ensure consistency in handling.
* Accurately document all complaints and resolutions for tracking and analysis.
* Write responses which are of an exceptional standard using good English, correct grammar, appropriate wording and which flow logically and smoothly.
* In consultation with relevant employees and teams, undertake a review of complaints reporting to ensure it remains relevant and useful and is in line with best practice
* Continually develop and improve the complaints process, in small ways as well as larger scale change.
* Consider and review options and a process for providing more independent investigation of complaints where appropriate.
* Review and embed the programme for complaints training, ensuring sustainability and alignment with other training across the organization.
PERSON SPECIFICATION:
* Demonstrable experience in resolving customer complaints with positive outcomes
* Experience in working with others to improve service delivery and challenging poor performance.
* Experience in working collaboratively cross-departmentally to achieve positive outcomes for the customer and business.
* Production of reports.
* High level of expertise with Microsoft Office products including Word, Excel, Outlook, PowerPoint
* Experience in a Private Equity owned business environment (desirable)
* Agile Methodologies (desirable)
COMPANY BENEFITS:
* 28 days annual leave plus Bank Holidays
* Annual leave Buy & Sell scheme
* Enhanced Salary Sacrifice Pension Contributions
* Life Assurance up to 6 X Base Salary*
* Simply health – Healthcare plan (Upgrades available)
* Retailer Discounts Platform
* Employee Assistance Program
* Wellbeing Centre
* Car Salary Sacrifice Scheme*
* Reward & Recognition
(*Length of service & T&Cs apply)
Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UK’s leading and growing energy data collection and meter operations service provider.
Diversity and inclusion have long been at the heart of IMSERV’s success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity, and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership.
These are the key drivers of our business, that our customers really look to us for.
(Please note that we reserve the right to close this position before the expiry date)Before You Apply
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