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, including reviewing draft responses
- 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 to gather information for investigations and convey policies
- Provide admin support for training coordination, including DA virtual sessions and customer care training
- Liaise with client teams on complaint responses and investigations
- Provide ad hoc data and information to the Senior Management Team and Board
- Review statistics on customer feedback and provide regular feedback to the business and client
- 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 positive feedback and recognizing good performance.

Experience
Previous experience working in a busy team, managing a large team consisting of Team Leaders, Planners, Administrators, and Apprentices. Excellent customer service skills and a focus on business improvement.

About You
Strong working knowledge of Microsoft Office, with excellent administration, organizational, and communication skills (both written and verbal). Proven track record of performance delivery against targets.

Qualifications
Desirable Qualification: Level 3 in Customer Service.

Benefits
- 26 Days Holiday & Bank Holidays
- Enhanced Pension Plan
- Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Work Perks Discounts & Vouchers
- Buy & Sell Holiday
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
- Learning & Development Opportunities
- Extensive Wellbeing Support, including EAP
- Loyalty & Values Awards
- Funded Professional Subscription
- Company Uniform