Customer Escalations/Complaints Manager

AMJ Recruitment are looking for a Customer Escalations/Complaints Manager to join our valued Distribution Client based in Coventry, CV2.Pay Rate - £27000 + £100 per month attendance bonus = £28200 per annumShifts: Day Shifts (5 days out of 7) - 40 hours per week.Term - PermanentStart Date - ASAPExperience - Customer Complaints / Escalations Management experience is essentialKey ResponsibilitiesCustomer Complaint Management? Handle incoming customer complaints via telephone, email, and writtencorrespondence.? Serve as the main point of contact for customers throughout the complaints process.? Listen actively, demonstrate empathy, and communicate professionally to understandcustomer concerns.? Conduct thorough investigations into complaints, gathering information from relevantteams and stakeholders.? Provide customers with regular updates and manage expectations throughout theresolution process.? Deliver complaint outcomes clearly and professionally, ensuring customersunderstand the resolution provided.Resolution and Case Management? Take ownership of complaints from initial contact through to final resolution.? Work collaboratively with internal departments to identify root causes and implementappropriate solutions.? Escalate complex or high-risk cases to senior management where necessary.? Ensure all complaints are handled in accordance with company policies, regulatoryrequirements, and service standards.? Monitor complaint resolution times and ensure agreed service level targets areachieved.Record Keeping and Reporting? Accurately log all complaints, actions taken, communications, and outcomes withinthe company's systems.? Maintain detailed and auditable complaint records.? Produce regular reports on complaint volumes, trends, root causes, and resolutionperformance.? Identify recurring issues and areas for improvement based on complaint data.Stakeholder and Department Feedback? Provide constructive feedback to relevant departments regarding customer concernsand service failures.? Work with operational teams to identify corrective actions and prevent repeatcomplaints.? Support continuous improvement initiatives by sharing customer insights and lessonslearned.? Build positive working relationships across departments to facilitate effectivecomplaint resolution.To apply, please send your CV over to the AMJ Recruitment Team, who will be in touch to discuss next steps.TPBN1_UKTJ