Customer Escalations/Complaints Manager

AMJ Recruitment are looking for a Customer Escalations/Complaints Manager to join our valued Distribution Client based in Coventry, CV2.

Pay Rate - £27000 + £100 per month attendance bonus = £28200 per annum

Shifts: Day Shifts (5 days out of 7) - 40 hours per week.

Term - Permanent

Start Date - ASAP

Experience - Customer Complaints / Escalations Management experience is essential

Key Responsibilities

Customer Complaint Management

● Handle incoming customer complaints via telephone, email, and written
correspondence.
● Serve as the main point of contact for customers throughout the complaints process.
● Listen actively, demonstrate empathy, and communicate professionally to understand
customer concerns.
● Conduct thorough investigations into complaints, gathering information from relevant
teams and stakeholders.
● Provide customers with regular updates and manage expectations throughout the
resolution process.
● Deliver complaint outcomes clearly and professionally, ensuring customers
understand the resolution provided.

Resolution and Case Management

● Take ownership of complaints from initial contact through to final resolution.
● Work collaboratively with internal departments to identify root causes and implement
appropriate solutions.
● Escalate complex or high-risk cases to senior management where necessary.
● Ensure all complaints are handled in accordance with company policies, regulatory
requirements, and service standards.
● Monitor complaint resolution times and ensure agreed service level targets are
achieved.

Record Keeping and Reporting

● Accurately log all complaints, actions taken, communications, and outcomes within
the company's systems.
● Maintain detailed and auditable complaint records.
● Produce regular reports on complaint volumes, trends, root causes, and resolution
performance.
● Identify recurring issues and areas for improvement based on complaint data.

Stakeholder and Department Feedback

● Provide constructive feedback to relevant departments regarding customer concerns
and service failures.
● Work with operational teams to identify corrective actions and prevent repeat
complaints.
● Support continuous improvement initiatives by sharing customer insights and lessons
learned.
● Build positive working relationships across departments to facilitate effective
complaint resolution.

To apply, please send your CV over to the AMJ Recruitment Team, who will be in touch to discuss next steps