Complaints Resolution Manager – St Albans – £30-£35k

My client based in St Albans who are well known in the construction industry are looking for an experienced Complaints Resolution Manager to head up their customer service team.  The successful candidate will bring their wealth of experience of managing a Customer Service/Complaints Department, preferably from a similar sector. Someone forthright and confident, who can make decisions and deal directly with customers to resolve their complaints. An excellent communicator who is able to write comprehensive emails in response to complaints/issues. Ideally with experience in importing of a high-end product and the challenges that may bring.

Role Overview

• Manage complex customer complaints from their start through to conclusion, by working within the guidelines given on issues and resolutions. Always negotiating for the best outcome for the company, but not at the expense of their good name. Always manage customer expectations through this process
• Managing direct reports and ensuring daily / weekly tasks are actioned, and all deadlines met : as per the Customer Service Team list below.
• Become the “go to” person for customers who require extra attention. Through an assured demeanour, be the person that customers know as the key decision maker
• Liaise and “negotiate” effectively with suppliers to obtain the best possible outcome to quality complaints by customers
• Liaise and “negotiate” effectively with other internal departments on behalf of customers to speed orders through the system where necessary. (e.g. getting “special” deliveries out, speeding up carpentry work etc)

Skills Required

• Ability to manage complex customer complaints independently (training provided on our products, policies and procedures)
• Excellent communication skills both with colleagues, suppliers and customers.
• Confident at decision making.
• Be aware of relevant legislation/Acts
• Have a professional, mature and assured manner
• Efficient use of systems, diaries, notebooks etc. to enable accurate records to be maintained.
• Ability to meet deadlines and ensure others do the same
• Helpful, cheerful and professional telephone manner.
• Ability to coach, train and motivate staff member
• Happy working largely unsupervised and office-based.
• Sympathetic manner in explaining any delays etc. to customers.
• Comfortable delegating tasks to staff members

Reporting to: Head of Purchasing
Location: St Albans Hours: Monday to Friday 8am to 5pm
Salary: £30k – £35 Dependant on experience
Direct Reports: 3 x Customer Service Assistant’s