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

Head of Customer Service
Stellify —Manchester
- £95,000 a year
- Full-time
- Team management
- Training & development
Quick apply
2d
Complaints Officer
Oldham Council —Oldham
- £31,537 - £34,434 a year
- Full-time
- Analysis skills
- Communication skills
- Annual leave
- Employee discount
Regional Operations Manager
Blue Ribbon —Warrington
- Up to £60,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Continuous improvement
Quick apply
10d
Customer Relationship Manager
JLA —Sowerby Bridge
- £30,000 a year
- Full-time
- Hybrid work
- CRM software
- Organisational skills
- Leadership
- Free parking
- Annual leave
Quick apply
8d
Complaints Manager
Zego —Halifax
- Hybrid work
- Continuous improvement
- Team management
- Training & development
Quick apply
14d
Operations Manager
Quarrybank Group —Cheadle
- £40,000 - £45,000 a year
- Full-time
- CRM software
- Business development
- Continuous improvement
Quick apply
11d
Programme Manager - Buckley Hall
Ministry of Justice —Rochdale
- £40,001 - £50,000 a year
- Full-time
- Hybrid work
- Management
- Presentation skills
- Annual leave
1d
Resident Experience & Support Manager
MCR Property Group Ltd —Manchester
- £40,000 - £45,000 a year
- Writing skills
- Data analysis skills
- Analysis skills
Quick apply
10h
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
Team Manager - Relationship Management
Evolution Money —Manchester
- £48,364 a year
- Full-time
- Team management
- Mentoring
- Recruiting
- Annual leave
Quick apply
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
GROUP RESERVATIONS MANAGER
RAMONA & The Firehouse —Manchester
- £38,000 - £40,000 a year
- Full-time
- Business development
- Training & development
Quick apply
11d
Customer Feedback & Complaints Manager
Stockport Homes Group —Stockport
- £39,862 - £45,091 a year
- Full-time
9d
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
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
Guest Service Manager
Holiday Inn Express Manchester City Centre —Manchester
- Full-time
- English
- Hotel
- Conflict management
- Annual leave
- Employee assistance programme
Quick apply
Assistant Service Centre Manager
General Anaesthetic Services Ltd —Keighley
- £36,000 - £41,000 a year
- Overtime
- Maintenance
- Assembly
- Continuous improvement
- Free parking
Quick apply
Customer Care Advisor - Days
JDSPORTS —Rochdale
- Full-time
- Computer literacy
- Computer skills
- Communication skills
- Employee discount
Quick apply
2d
Transformation Change Manager
Parliamentary and Health Service Ombudsman —Manchester
- £49,325 a year
- Full-time
- Hybrid work
- Continuous improvement
- Agile
- Annual leave
- Employee assistance programme
3d
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

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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 rochdale, gtm

Head of Customer Service

Complaints Officer

Regional Operations Manager

Customer Relationship Manager

Complaints Manager

Operations Manager

Programme Manager - Buckley Hall

Resident Experience & Support Manager

Case Manager (Targeted Interception)

Team Manager - Relationship Management

Resident Liaison Officer

GROUP RESERVATIONS MANAGER

Customer Feedback & Complaints Manager

Depot Manager

Operations Manager - North West Tribunals

Guest Service Manager

Assistant Service Centre Manager

Customer Care Advisor - Days

Transformation Change Manager

Customer Contact Centre Advisor

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