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Complaints Team Leader
E Riding of Yorkshire

About the Role

A newly created role heading up a team of complaints handlers, within a back office function for a large, corporate contact centre.

About the Organisation:

A highly regarded contact centre business who are in a period of substantial and sustainable growth. They are heavily invested in growing talent in-house, and pride themselves of exceptional customer service.

They offer excellent benefits including 23 days holiday plus Banks (rising with service), pension, private medical, life insurance and retail discounts.

Main Responsibilities:

  • Responsible for leading and coaching a team of complaint handlers
  • Ensuring that all complaints are handled effectively, to best practice and the highest customer service to ensure the best outcome
  • Managing a back office function, including the delivery of the team’s SLA
  • Completing all people management duties including 1-2-1s, performance reviews, disciplinary hearings,  attendance reviews, flexible working requests and other duties
  • Communicate regularly with the team and ensure they are up to date with the latest information
  • Complete case audits to ensure complaints are handled effectively

Required Skills and Experience:

  • To be considered for this role you must be able to demonstrate current contact centre experience in a management capacity
  • As this is a new role, knowledge of handling escalated complaints or managing a complaints department would be beneficial

For further information please call Lauren at Cactus Search on 01905 330792.

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