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Head of Complaints/Senior Complaints Manager

Posted on Jun 6, 2019 by CV-Library

Crawley, West Sussex, United Kingdom
Call Center & Customer Service
Immediate Start
£60k - £70k Annual
Our client is looking for a Head of Complaints/Senior Complaints Manager with significant experience of working within a complaints and customer services environment. As a Senior Complaints Specialist/Lead you must be able to work with multi-faceted data (complaints, quality, customer survey outputs, and social media data) to create effective root cause analysis and actionable insight. Flexible working is also offered.

This role is based in East Sussex.

This is an opportunity for an experienced senior complaints professional to lead on the direction and delivery of wide-reaching transformational change relating to complaint management; whilst creating a more customer centric, efficient and focused complaints management function using root cause analytics to develop continuous improvement.

Skills and Competencies of the Head of Complaints/Senior Complaints Manager

* A proven track record of managing and transforming a complaints function;

* Possess a good understanding of M.I, Data Analytics, Complaints Management, Root Cause Analysis, Project Management, Business Analysis;

* Demonstrated a proven leadership ability;

* Is concise and a professional communicator is comfortable in producing content suitable for Board level review;

* Experience of enhancing the customer experience;

* Providing support to senior management team to ensure regulatory timescales are met;

* Ideally you will possess project management skills.

Head of Complaints/SeniorComplaints Management experience required:

* Previous senior management complaint management experience is essential, preferably in either an insurance, financial services or banking environment or equivalent

* Possess a good understanding of the customer experience/needs life cycle

Applications required ASAP as interviews will commence immediately.

In return, you can expect a very £competitive salary of up to £70,000 ( fully dependent on experience), generous bonuses, permanent employment, pension, a very wide range of benefits and superb career opportunities supported with personal advancement to potential leadership positions as the company is growing exponentially and possesses a work-based culture and personal development opportunities that any employer in this sector will be hard pressed to beat

Reference: 210173455