Complaint Manager

Travel Chapter

Norwich, ON

Employment Type: Full Time, 12 month Fixer Term Contract

Hours of Work: Shifts to cover Monday - Sunday, 9am - 9pm

Location: Hybrid with travel to one of our offices either Bideford or Norwich

Salary: £25,700

What will I be doing?

As our Complaint Manager, you'll provide exceptional customer service with a personal touch as you play a vital role in our commitment to quality and service. 

As Part Of Your Everyday Role, You Will
• Embrace the 'phone first' strategy to ensure a personalized approach to the complaints process.
• Proactively manage your caseload, from workflow allocation to collaborating with customers, internal teams, and suppliers.
• Adhere to our complaints framework and scenario matrix.
• Demonstrate the confidence to take ownership and make clear and concise decisions, even in complex commercial scenarios, while maintaining high customer service standards.
• Identify process and procedural gaps for potential improvement and training.
• Conduct Root Cause... More Detail

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