Complaints & Resolution Manager

Customer Complaints & Resolution Manager – 12 month fixed term contract

Location: Wilmslow

Hours of work: Full time. 

Are you an individual with experience in resolution or managing complaints? Do you love to get to the bottom of something? Can you turn any situation around? We are looking for a passionate Customer Resolution Manager who will own all aspects of complaints and issues management and resolution.

This includes end to end management of individual complaints and issues, managing escalated, complex or secondary complaints, reporting, compensation calculations, root cause analysis and process improvement.

An integral part to this role is to also develop a detailed risk assessment of the Compliance function and controls and to establish the ongoing framework and governance.

The resolutions manager will work with many internal stakeholders to achieve successful complaint and issues resolution, including and not exclusive to Customer Success, Sales, Service, Finance and Operational Leadership Teams.

What will I be responsible for?

• Case manage the end to end resolution of customer complaints (including escalations to manager or other areas as appropriate).
• Supporting the end to end resolution of primary and secondary complaints, liaising with all functions as required.
• Confidently manage a diverse range of complex complaints and disputes through to resolution.
• Conduct root cause analysis on complaints to identify underlying issue/s, identify trends, track and monitor remediation of agreed activities.
• Establish the framework for ongoing governance of controls and complaints reporting.
• Maintain an in-depth knowledge of Compliance functions.
• Confidently navigate and source information from multiple internal systems and reference materials.
• Analyse complaint data and survey data to identify continuous improvement actions and work with the business to implement these actions.
• Provide regular feedback to the Compliance leadership team in order to reduce the incidence of complaints and issues.
• Prepare and distribute complaint and compensation reports to relevant stakeholders as required.
• Support the development of training modules related to complaints and issues.

Who are we looking for?

The successful candidate will have complaints, resolutions or customer success experience, and be able to demonstrate the ability to communicate, present and influence effectively at all levels of the organisation.

Excellent listening, negotiation and presentation skills are essential, along with good verbal and written communication.

You will have proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member. You will have a high level of attention to detail and commitment to quality. You will love a challenge and be resilient by nature.

As a natural problem solver and decision-maker, you will have the ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance. A demonstrated understanding of how efficient process and correct behaviour enable customer success.

You will love to create great relationships and build rapport easily creating strong relationships with internal and external stakeholders using a collaborative manner to achieve desired result.