Location
Goldney Road Hub, Westminster, W9 2AR

Hours
Permanent – Full Time

Salary
£50,000 Per Annum

About the Role
As the Customer Complaints Manager, you will oversee a team of administrators handling incoming stage 1, stage 2, and ombudsman complaints. Your role involves analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction. You will manage the administrative compliance of the Morgan Sindall Integration System (MSi), ensuring the attainment and compliance of KPIs. This is a non-hybrid role working from the main Goldney Hub office and attending meetings with clients at various local offices.

Key Responsibilities
• Day-to-day administration of new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot)
• Ensure complaints are handled in line with our complaints process, including investigation to the relevant manager
• Monitor and accurately record all complaints/dissatisfaction surveys, ensuring investigation/response deadlines are adhered to
• Provide daily advice and guidance to operational colleagues on handling complex complaints
• Maintain registers for Stage 1, 2, Ombudsman, Aftercare, and dissatisfaction surveys
• Develop a central feedback system for tracking and reporting on complaints and customer surveys
• Communicate with staff for information on complaint investigations and policies
• Provide admin support for training coordination
• Liaise with client teams on complaint responses and investigations
• Review statistics on customer feedback and provide regular updates to the business and clients
• Develop case studies of best practices for training and inductions
• Facilitate customer experience and satisfaction through effective management of communication channels
• Promote positive behaviours by sharing feedback and recognizing good performance.

Experience
Previous experience working in a busy team, managing a large team, ideally consisting of Team Leaders, Planners, Administrators, and Apprentices.

About You
You will have excellent customer service skills and a focus on business improvement. Candidates should possess good working knowledge of Microsoft Office, strong administration, organizational, and communication skills, both written and verbal, with a proven track record of performance delivery against targets.

Qualifications
Desirable Qualification: Level 3 in Customer Service.