Complaints manager Work, Jobs in Ardwick, Gtm (with Salaries)

Head of Customer Service
Stellify —Manchester
- £95,000 a year
- Full-time
- Team management
- Training & development
Quick apply
2d
Operations Manager
Quarrybank Group —Cheadle
- £40,000 - £45,000 a year
- Full-time
- CRM software
- Business development
- Continuous improvement
Quick apply
10d
Resident Liaison Officer
L&Q —Manchester
- £33,688 - £37,093 a year
- Weekend availability
- Travel
- Organisational skills
- Communication skills
- Annual leave
- Employee assistance programme
10d
Customer Feedback & Complaints Manager
Stockport Homes Group —Stockport
- £39,862 - £45,091 a year
- Full-time
8d
Head Reception Manager
Mere Court Hotel —Knutsford
- Full-time
- Hotel
- Supervising experience
- Human resources
- Free parking
Quick apply
Case Manager (Targeted Interception)
HM Revenue and Customs —Manchester
- £37,682 - £46,077 a year
- Part-time
- Hybrid work
- Presentation skills
- Travel
- Training & development
11d
Complaints & Appeals Manager
UA92 —Manchester
- £24,000 a year
Depot Manager
Response Logistics / Direct Response UK Ltd —Ashton-Under-Lyne
- £38,000 - £43,000 a year
- Full-time
- Management
- Budgeting
- In-person
- Gym membership
Quick apply
Client Services Executive
Marketing and Commercialisation Agency —Manchester
- £25,000 - £26,000 a year
- Full-time
- Salesforce
- In-person
- Leadership
- Annual leave
Quick apply
Regional Operations Manager
Blue Ribbon —Warrington
- Up to £60,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Continuous improvement
Quick apply
10d
Team Manager - Relationship Management
Evolution Money —Manchester
- £48,364 a year
- Full-time
- Team management
- Mentoring
- Recruiting
- Annual leave
Quick apply
Resident Experience & Support Manager
MCR Property Group Ltd —Manchester
- £40,000 - £45,000 a year
- Writing skills
- Data analysis skills
- Analysis skills
Quick apply
1h
GROUP RESERVATIONS MANAGER
RAMONA & The Firehouse —Manchester
- £38,000 - £40,000 a year
- Full-time
- Business development
- Training & development
Quick apply
11d
Customer Contact Centre Advisor
Independent Office for Police Conduct —Sale
- £28,665 a year
- Hybrid work
- Organisational skills
- Communication skills
- Annual leave
- Employee assistance programme
14d
Soft Services Manager
Emcor —Manchester
- Full-time
- Continuous improvement
- No degree
- Training & development
- Employee assistance programme
- Referral programme
Quick apply
Trainee Complaints and DSAR Manager
Gorvins Residential LLP —Stockport
- £25,000 - £35,000 a year
- Computer literacy
- In-person
- Flexible schedule
Quick apply
11d
Head of Operations
Down Syndrome Cheshire —Northwich
- £33,000 - £38,000 a year
- Weekend availability
- Writing skills
- Continuous improvement
- No degree
- Flexitime
Quick apply
5d
Guest Service Manager
Holiday Inn Express Manchester City Centre —Manchester
- Full-time
- English
- Hotel
- Conflict management
- Annual leave
- Employee assistance programme
Quick apply
Director - Further Education and Post-16 Reform
Department for Education —Sheffield
- £105,000 a year
- Full-time
- Presentation skills
- Budgeting
- Leadership
7d
Operations Manager - North West Tribunals
HM Courts & Tribunal Service —Manchester
- £40,001 - £60,000 a year
- Part-time
- Hybrid work
- Management
- Presentation skills
- Continuous improvement
- Annual leave
- Employee discount
10d

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Head of Customer Service

Stellify
Manchester

Quick apply

Job details

Full-time
£95,000 a year
2 days ago

Qualifications

Operations management
Process improvement
Complaint handling
Performance management
Change management
Continuous improvement cycles oversight
Team management
Change leadership
Customer interaction
Training & development
Root cause analysis
Operations leadership experience

Full job description

Head of Customer Service

Greater Manchester (office based, full time) · £95,000 + benefits

Run the customer service operation for a high-volume competitive consumer retailer. 80+ people across in-house teams and outsourced partners, and a wide range making up the customer base.

The contact profile is broad. Order and delivery questions at volume, returns and refunds, complaints that carry a regulated process and formal deadlines, and queries on products sold by partner brands. Volumes swing hard through peak trading, add all this into a very competitive sector and service has to be flawless.

There is change happening across the business. New technology, a customer function being redesigned, and work underway on how much of the operation sits with outsourced partners. This role plays a part in the delivery of all of it. What it is measured on is the day to day: how fast customers get an answer, how well the operation runs, what it costs, the culture in the teams, and what customers say afterwards.

What you'll own

Day to day performance of the contact centre across 80+ people: speed of answer, resolution, quality, cost to serve
What customers tell you, what it means, and getting the causes fixed with the teams that create them
The culture on the floor: the standard your managers hold, how people are coached, whether good people stay
The outsourced partner relationships: performance, quality, commercials, and a consistent experience whoever the customer reaches
Efficiency: forecasting and scheduling through peak, contact reduction, and the balance between automated and human channels
The structure underneath you and the capability of the managers in it

You'll report to the Customer Experience Director as their number 2. They hold the wider experience and commercial agenda. You hold and stabalise the operation, with the room to run it your way, and involvement in some of the change work wherever it touches service.

The first 12 months

Get hold of the operation and steady the contact types that are costing the business trust. Put measures in place that tell you the truth about performance week to week. Lift the standard of the management layer through investement into cross-training, performance management and upskilling all roles from complaints through to senior managers.

Our ideal applicant

A service leader who has run a contact centre of similar scale and challange: forecasting, scheduling, quality frameworks, and what moves the numbers week to week
Has managed outsourced partners on performance, quality and the commercial conversation
Comfortable with a mixed contact profile, transactional order queries at volume alongside complaints that carry a regulated process
Builds culture deliberately: coaches managers, holds a standard, and keeps good people in the building
Runs on numbers and can talk to cost to serve, contact rate and what poor service costs the business
Steady in a business that is changing around them, and clear on what service needs to stay solid while it does
A leader who has held consistency of role and lead service delivery through various sizes of teams is crucial for this role

The package

£95,000 base salary
Full time, office based in Greater Manchester
Benefits detail shared on application

All applications are handled confidentially by Stellify.

Quick apply

Refine Your Search

complaints manager jobs in ardwick, gtm

Head of Customer Service

Operations Manager

Resident Liaison Officer

Customer Feedback & Complaints Manager

Head Reception Manager

Case Manager (Targeted Interception)

Complaints & Appeals Manager

Depot Manager

Client Services Executive

Regional Operations Manager

Team Manager - Relationship Management

Resident Experience & Support Manager

GROUP RESERVATIONS MANAGER

Customer Contact Centre Advisor

Soft Services Manager

Trainee Complaints and DSAR Manager

Head of Operations

Guest Service Manager

Director - Further Education and Post-16 Reform

Operations Manager - North West Tribunals

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