Customer support & client services managers Work, Jobs in Tonge, Lec (with Salaries)

Customer Service Escalations Manager
Energile Ltd —Exhall
- From £27,000 a year
- Full-time
- Management
- Customer service
- Microsoft Office
- Free parking
Quick apply
Account Manager Team Manager
Brakes —Tamworth
- £32,926 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Employee discount
Customer Service & Operations Manager
Soane Britain —Thurmaston
- Full-time
- Hospitality
- Microsoft Excel
- Sales
5d
Head of Client Success
AmTrust International —Nottingham
- Financial services
- Annual leave
North Europe Consumer Care Cluster Lead
Mars —Waltham on the Wolds
- Full-time
- Customer service
- Salesforce
- Microsoft Office
4d
Sales Team Manager - Contact Centre
Riviera Travel —Burton-On-Trent
- Up to £40,000 a year
- Full-time
- Hybrid work
- Sales
- Travel
- Leadership
- Work from home
- Employee assistance programme
2d
Customer Service Manager - Furniture and Lighting
Soane Britain —Thurmaston
- Full-time
- Leadership
4d
Customer Experience Manager (CXM)
Babble Cloud —Burton-On-Trent
- Full-time
- Hybrid work
- CRM software
- Travel
- Communication skills
- Annual leave
Quick apply
Head of Client Engagement - Debt Recovery
Flint Bishop —Derby
- Full-time
- Customer service
- Business development
- Leadership
- Employee discount
Quick apply
Part-time Customer Service Manager
International Workplace Group plc —Leicester
- Up to £19,000 a year
- Part-time
- Customer service
- In-person
- Restaurant
6d
Senior Customer Service Manager - 12 month Fixed Term
MiningRemediation —Mansfield
- £52,445.94 a year
- Hybrid work
- Customer service
- Leadership
- Annual leave
11d
Customer Service Team Leader
Brett Martin Daylight Systems —Coventry
- Full-time
- Microsoft Excel
- Management
- Customer service
- Free parking
- Annual leave
Quick apply
5d
Sales Lead - Outbound Contact Centre
The Economist Group —Derby
- Hybrid work
- Sales
- Communication skills
- Employee assistance programme
Quick apply

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Customer Service Escalations Manager

Energile Ltd -
Exhall

Quick apply

Job details

Permanent | Full-time
From £27,000 a year

Benefits

Free parking
Casual dress
Company pension
On-site parking

Qualifications

Management
Customer service
Complaint handling
Microsoft Office
Organisational skills
Communication skills

Full job description

Job Purpose

The Escalations Manager is responsible for managing and resolving customer complaints in a professional, timely, and empathetic manner. Acting as the primary point of contact for customers wishing to make an official complaint, the role involves investigating concerns, coordinating resolutions across departments, maintaining accurate complaint records, and identifying opportunities for service improvement.

Key Responsibilities Customer Complaint Management

Handle incoming customer complaints via telephone, email, and written correspondence.
Serve as the main point of contact for customers throughout the complaints process.
Listen actively, demonstrate empathy, and communicate professionally to understand customer concerns.
Conduct thorough investigations into complaints, gathering information from relevant teams and stakeholders.
Provide customers with regular updates and manage expectations throughout the resolution process.
Deliver complaint outcomes clearly and professionally, ensuring customers understand 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 implement appropriate solutions.
Escalate complex or high-risk cases to senior management where necessary.
Ensure all complaints are handled in accordance with company policies, regulatory requirements, and service standards.
Monitor complaint resolution times and ensure agreed service level targets are achieved.

Record Keeping and Reporting

Accurately log all complaints, actions taken, communications, and outcomes within the company's systems.
Maintain detailed and auditable complaint records.
Produce regular reports on complaint volumes, trends, root causes, and resolution performance.
Identify recurring issues and areas for improvement based on complaint data.

Stakeholder and Department Feedback

Provide constructive feedback to relevant departments regarding customer concerns and service failures.
Work with operational teams to identify corrective actions and prevent repeat complaints.
Support continuous improvement initiatives by sharing customer insights and lessons learned.
Build positive working relationships across departments to facilitate effective complaint resolution.

Skills and ExperienceEssential

Previous experience in complaints handling, customer relations, customer service, or escalation management.
Excellent verbal and written communication skills.
Strong telephone manner with the ability to handle difficult conversations professionally.
Excellent problem-solving and investigation skills.
Strong organisational skills and attention to detail.
Ability to manage multiple cases simultaneously while meeting deadlines.
Proficient in Microsoft Office and customer management systems.

Desirable

Experience within a regulated industry.
Knowledge of complaint handling procedures and best practice.
Experience producing reports and analysing customer feedback trends.

Personal Attributes

Empathetic and customer-focused.
Calm and professional under pressure.
Resilient when handling challenging situations.
Strong sense of accountability and ownership.
Able to influence and collaborate effectively with colleagues at all levels.
Committed to continuous improvement and delivering excellent customer outcomes.

Key Performance Indicators (KPIs)

Complaint resolution times.
Customer satisfaction following complaint resolution.
Complaint closure rates.
Accuracy and completeness of complaint records.
Reduction in recurring complaint themes.
Quality and effectiveness of feedback provided to operational teams.

Pay: From £27,000.00 per year

Benefits:

Casual dress
Company pension
Free parking
On-site parking

Work Location: In person

Quick apply

Refine Your Search

customer support & client services managers jobs in tonge, lec

Customer Service Escalations Manager

Account Manager Team Manager

Customer Service & Operations Manager

Head of Client Success

North Europe Consumer Care Cluster Lead

Sales Team Manager - Contact Centre

Customer Service Manager - Furniture and Lighting

Customer Experience Manager (CXM)

Head of Client Engagement - Debt Recovery

Part-time Customer Service Manager

Senior Customer Service Manager - 12 month Fixed Term

Customer Service Team Leader

Sales Lead - Outbound Contact Centre

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