Customer Complaints & Contact Manager

As a Customer Complaints & Contact Manager you’ll be the operational leader of a large customer facing a team in Liverpool, York and India that handle customer contact on –

• Twitter & echat.

• Enquiries & escalations on faults & orders.

• Complaints from Communication providers (CP’s) and the public relating to after service issues that have gone wrong.

You’ll deliver excellent customer service that meets demanding call answering, call quality and avoidable contact targets. It will be responsible for delivering a cost-effective operation that is always seeking to become more efficient.

You’ll be accountable for motivating their people to have a customer and performance-driven a culture that learns from its mistakes and recommends internal change across the whole business and industry that supports a reduction in the amount of contact & complaints.

This role will have circa 6 direct reports and over 100 indirect reports.

• Develops and deliver Pan Openreach contact strategy in direct collaborative partnership with our Public Affairs Managing Director and team.

• Designs and drives their own working practices that serve all customer bases including training, process, quality, and legal & regulations adherence for new products & services that come to market.

• Perform sponsorship and embedding of a cultural & mindset within customer resolutions which link into Openreach customer satisfaction goals.

• Driving team member led continuous improvement implementation across premium contact services.

• Delivers operational environment for transformational change to happen successfully by creating a team that is agile, adaptable, and flexible.

• Supports and underpin the goal of reducing complaints and escalations intake whilst speeding up resolutions time for our customers.

• Improves brand perception creating new contact channels and processes that are future proof and meet our contact channel and services.

• Have regular interactions and meetings with high profile strategic partners (Directors) to ensure strong customer relationships are maintained and bettered.

• Accountable for delivery of overall operational KPI’s and effectiveness

• Delivery of actions that come via the insight team which drives continuous and business improvement waves across Customer Services.

• Supports positive brand perception by leading a team of managers / professional case handlers across multiple sites in the U.K and offshore that personally case manage all customer contact.

• Proven experience of managing and leading multisite teams

• Have a high level of experience within customer service and complaints

• Strong senior stakeholder management and influencing experience

• Experience in transformation and process improvement

• Have excellent communication and presentation skills

• Resource planning and continuous improvement exposure

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.