Complaints Manager
Complaints Manager
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Job Description
We are looking for a Complaints Manager!
Salary: 40000.00 annually
Location: Pheonix Way Swansea Enterprise Park SA7 9HZ
Hours of work: (37.5) hours per week Monday to Friday
About this role:
We are looking for a Complaints Manager to join our growing Aftercare team in Swansea. This is a fantastic opportunity for someone with strong leadership skills who enjoys coaching guiding and developing others.
Working alongside our Head of Complaints you will take responsibility for the day-to-day running of the complaints team ensuring cases are handled effectively customer service standards remain high and colleagues have the support and guidance they need to achieve their best.
As we deliver energy efficiency upgrades (including insulation heating solar PV and retrofit measures) in domestic homes across the UK knowledge of internal building work retrofitting or property upgrades will be highly desirable.
Responsibilities:
- Line manage and performance manage a team of Complaint Handlers.
- Provide coaching guidance and support on handling complex cases and customer conversations.
- Take ownership of escalated cases where required.
- Analyse complaint data to identify trends root causes and performance gaps.
- Produce investigation reports and case studies where necessary.
- Work closely with other departments to drive resolutions and improvements.
- Support the Head of Complaints in delivering a first-class complaint function.
Required Skill and Experience:
- Proven experience managing or supervising a team within complaints customer service or a regulated environment.
- Strong people management skills with the ability to coach and motivate.
- Excellent written and verbal communication skills.
- Confidence to handle escalated complaints and challenging conversations with professionalism.
- Strong organisational and time-management abilities.
- Competent in Excel and able to interpret and present complaint data.
- Calm resilient and solution-driven.
- Desirable: Experience in the energy efficiency construction retrofit or home improvement sector.
At CES were passionate about delivering a positive customer journey while making homes across the UK more energy efficient. As part of our team youll be supported to develop your skills make a meaningful impact and grow your career within a business committed to sustainability.
Consumer Energy Solutions is an equal opportunity employer dedicated to celebrating diversity and fostering an inclusive environment for all employees.
If youre ready to join our winning team APPLY NOW!
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Employment Type
Full Time
