Complaints Manager

Developing strategies to address customer issues, ensuring customer satisfaction, and ensuring our processes and systems for management of customer complaints and issues are appropriate, reflecting best practice and kept under review on the principle of continuous improvement.

Provide advice, guidance and support to staff, enabling them to take necessary actions and where necessary directly intervene to resolve complaints and complex issues, as well as supporting staff in their understanding of complaints as a learning opportunity.

Proactively de-escalate and avoid challenges arising from complaints and complex issues by promoting knowledge, skills, and confidence among colleagues.

Continuously seek ways to improve the complaints handling process and customer satisfaction and develop and implement policies and procedures to improve the complaints handling process.

Manage complex cases that require a higher level of attention and expertise.