Complaints manager Work, Jobs in Hemel Hempstead, Hrt (with Salaries)

Guest Solutions Manager
Butlin's —Hemel Hempstead
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
Complaints & Information Officer
Hackney Borough Council —Hackney
- £49,155 - £51,228 a year
- Full-time
21h
Complaints & Information Manager
Hackney Borough Council —Hackney
- £63,816 - £64,938 a year
- Full-time
21h
Store Manager
Aldi —Hemel Hempstead
- £52,910 - £69,000 a year
- Annual leave
Operations and Complaints Manager
Castle Medical Group —Luton
- £33,280 - £39,520 a year
- Full-time
- Management
- GP surgery experience
- Human resources
- Store discount
- Employee discount
Quick apply
8d
Network Partner - Competitive salary and benefits
Medivet Group Ltd —Watford
- £70,000 a year
- Full-time
- Microsoft Office
- Travel
- Human resources
Conduct & Complaints Manager
ASCOT GROUP —London
- Full-time
9d
Contact Centre Team Leader
Butlin's —Hemel Hempstead
- Full-time
- Sales
- Customer service
- Leadership
Housing and Partnership Manager
Affinity Trust —Thame
- £45,000 a year
- Full-time
- Hybrid work
- Management
- Communication skills
- Annual leave
- Employee assistance programme
Assistant Manager
Five Guys UK —Hemel Hempstead
- Up to £35,870 a year
- Weekend availability
- Quick service & fast food restaurant
- IT
- Leadership
- Annual leave
- Employee assistance programme
Compliance Officer/ MLRO
Waran’s Fine Art —London
- £80,000 - £120,000 a year
- Part-time
- Financial services
- In-person
Quick apply
1d
Compliance & Training Manager (Part Time/Job Share)
The Professional Fundraiser —Astwick
- £38,000 - £40,000 a year
- Part-time
- Hybrid work
- Bachelor's degree
- In-person
- Free parking
- Employee assistance programme
Quick apply
5d
Responsible Individual
Your Vision Children's Homes —Luton
- £450 - £500 a day
- Part-time
- Supervising experience
- In-person
- Communication skills
Quick apply
8d
Complaints & Information Manager
Civic Recruitment Limited —Hackney
- Full-time
- Microsoft Office
- No degree
- Organisational skills
Quick apply
7d
Service Operations Manager - Hemel
Learnd —Hemel Hempstead
- Full-time
- Continuous improvement
- HVAC
- Communication skills
- Sick pay
Head Of Customer Experience
Five Guys UK —London
- Up to £70,000 a year
- Hospitality
- Customer service
- Leadership
- Employee discount
Operations Support Manager
Medivet Group Ltd —Watford
- £38,000 a year
- Weekend availability
- Microsoft Excel
- Microsoft Outlook
- Computer networking
Area Manager
Enimed Limited —Pinner
- £55,000 - £65,000 a year
- Full-time
- Management
- Analysis skills
- Travel
- Annual leave
Quick apply
5h
Practice Manager
Runnymede Medical Practice —Windsor
- From £60,000 a year
- Full-time
- Management
- Project management
- Human resources
- Free parking
- Annual leave
Quick apply
9h
Compliance Manager
Enfuce —London
- Remote
- Analysis skills
- Organisational skills
- Communication skills
- Annual leave

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Guest Solutions Manager

Butlin's -
Hemel Hempstead

Apply Now

Job details

Permanent | Full-time

Qualifications

Microsoft Word
Hospitality
Microsoft Excel
Microsoft Outlook
Customer service
Complaint handling
Leadership
Communication skills

Full job description

Description

At Butlin’s, we know that how we respond when things go wrong matters just as much as everything that goes right. The Guest Solutions Manager leads a team dedicated to being there for our guests at those moments – whether that’s a family on resort who needs help during their break, or a guest who returns home frustrated and deserves to be heard.

This role is about turning difficult experiences into positive outcomes – resolving complaints with genuine care, restoring confidence in Butlin’s, and leaving every guest feeling valued enough to come back. Leading a team of Team Leaders, advisors and complaint specialists, you will set the standard for outstanding guest resolution and ensure that every interaction, at every stage of the journey, reflects the very best of Butlin’s.

Key Responsibilities

Leadership & Team Management

Lead, coach and develop two Guest Solutions Team Leaders and their respective advisor teams, ensuring consistent performance, engagement and wellbeing across the department.
Provide direct line management to the five Guest Solutions Complaint Team Members based in Hemel Hempstead, who respond to written complaints, supporting their development and day-to-day resolution work.
Conduct regular 1-2-1s and team performance reviews, setting clear objectives and providing meaningful, ongoing feedback.
Foster a positive, high-performance culture built on empathy, accountability and continuous improvement.

Complaint Handling & Escalation

Take personal ownership of escalated complaints, CEO-level complaints and legal letters, responding in a positive, empathetic and on-brand manner that exceeds guest expectations and addresses root causes.
Liaise directly with Butlin’s legal advisor on legal correspondence, ensuring responses are timely, accurate and appropriately managed.
Work collaboratively with audit teams and other Butlin’s teams on complaint-related matters, ensuring a joined-up and consistent approach.
Oversee the full guest complaint journey – from on-resort telephony calls during a guest’s stay through to post-break written resolution via email, letter and other channels.

Performance, Resource & Reporting

Oversee daily workload allocation across all teams, ensuring SLAs and KPIs are consistently achieved across both call and email channels.
Work in close partnership with the Forecast Planning team to ensure the right volume of resource is in place to meet anticipated call and email demand.
Produce timely, insightful complaint data and trend analysis for the business, highlighting key themes, root causes and recommendations for improvement.
Complete regular call and email quality assessments across the department, delivering coaching and feedback to Team Leaders to maintain high standards.

Stakeholder & Resort Relationships

Build strong, collaborative relationships with Resort Guest Services Managers and Resort Resolvers, visiting resort teams regularly to maintain alignment and share best practice.
Work closely with the Sales & Service Manager and the Head of Guest Experience, providing regular updates, insight and recommendations.
Champion the voice of the guest across the business, using complaint insight to influence operational improvements and guest experience strategy.

Systems & Compliance

Own and manage the feedback recording system used across resorts and the Hemel support centre, including user management, supplier relationships and implementation of improvements.
Complete all Data Protection and Subject Access Requests received by Butlin’s in a timely and compliant manner.

Skills, Knowledge and Expertise

Essential

Proven experience managing a customer service or complaints team, including team leaders and advisors.
Strong complaint handling skills, including escalated, CEO-level and legally sensitive cases.
Excellent written and verbal communication skills with a keen eye for detail.
Able to analyse complaint data, spot trends and present clear insight to the business.
Calm, organised and resilient in a fast-paced environment with competing priorities.
Proficient in Microsoft Word, Excel and Outlook.
Working knowledge of Data Protection legislation and Subject Access Request processes.

Desirable

Experience across multi-channel contact centre operations (telephone, email, letter, social media).
Familiarity with complaint or feedback management systems.
Background in leisure, hospitality or tourism.

Key Behaviours & Values

Empathy – able to see situations from the guest’s perspective and adapt approach accordingly.
Optimism – maintains a positive mindset, learns from setbacks and motivates those around them.
Drive & Action – proactive and solution-focused, takes ownership and delivers results.
Caring – treats guests and colleagues as they would want their own family to be treated.
Credibility – confident and articulate, able to engage with stakeholders at all levels with clarity and professionalism.

About Butlin's

Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture.

As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!

Apply Now

Refine Your Search

complaints manager jobs in hemel hempstead, hrt

Guest Solutions Manager

Complaints & Information Officer

Complaints & Information Manager

Store Manager

Operations and Complaints Manager

Network Partner - Competitive salary and benefits

Conduct & Complaints Manager

Contact Centre Team Leader

Housing and Partnership Manager

Assistant Manager

Compliance Officer/ MLRO

Compliance & Training Manager (Part Time/Job Share)

Responsible Individual

Complaints & Information Manager

Service Operations Manager - Hemel

Head Of Customer Experience

Operations Support Manager

Area Manager

Practice Manager

Compliance Manager

I want to receive the latest job alerts for complaints manager in hemel hempstead, hrt

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