Complaints and Communications Manager

Our client, an established and fast-growing innovative green energy provider, is currently recruiting a Complaints and Communications Manager to join their Customer Experience team. The Manager will be responsible for overseeing complaint handling across the business, the focus will be on driving high-quality, compliant customer communications and resolving escalated cases.

Key Responsibilities for the Complaints and Communications Manager:

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• Managing escalated complaints to ensure compliance and timely resolution
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• Supporting customer service agents with early-stage query handling
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• Analysing complaint trends to identify and prevent recurring issues
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• Owning the company's tone of voice and customer-facing templates
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• Coaching internal teams on effective communication and service delivery
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Skills Required for the Complaints and Communications Manager:

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• Proven experience in a customer service or complaints handling environment
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• Strong understanding of complaint processes and compliance standards
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• Exceptional written communication skills for drafting complex correspondence
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• Ability to handle difficult conversations in a calm, solutions-focused manner
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• Strong analytical and organisational skills to manage multiple priorities
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• Driving license required due to the location of the office
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Please apply as directed!