Key Responsibilities for the Complaints and Communications Manager:
- Managing escalated complaints to ensure compliance and timely resolution
- Supporting customer service agents with early-stage query handling
- Analysing complaint trends to identify and prevent recurring issues
- Owning the company's tone of voice and customer-facing templates
- Coaching internal teams on effective communication and service delivery
Skills Required for the Complaints and Communications Manager:
- Proven experience in a customer service or complaints handling environment
- Strong understanding of complaint processes and compliance standards
- Exceptional written communication skills for drafting complex correspondence
- Ability to handle difficult conversations in a calm, solutions-focused manner
- Strong analytical and organisational skills to manage multiple priorities
- Driving license required due to the location of the office
Please apply as directed!