complaints manager Work, Jobs in wakefield (with Salaries)

Customer Services Manager
247 Home Furnishings —Huddersfield
- £45,000 - £55,000 a year
- Full-time
- Microsoft Excel
- Management
- Customer service
- Health & wellbeing programme
- Employee discount
Quick apply
Team Manager
Nationwide Building Society —Wakefield
- From £29,000 a year
- Full-time
- Management
- Analysis skills
- Organisational skills
7d
Head of Customer Care
247 Home Furnishings —Huddersfield
- £65,000 - £75,000 a year
- Microsoft Excel
- Management
- Customer service
- Free parking
- Health & wellbeing programme
Quick apply
PA to Principal & Office Manager
Outwood Grange Academies Trust —Wakefield
- £26,690.60 - £27,577.80 a year
- Full-time
- School
- Free parking
- Employee assistance programme
2d
Claims Team Leader
Minster Law —Wakefield
- £38,000 - £45,000 a year
- Monday to Friday
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
1d
Operational Manager
Leeds Community Healthcare NHS Trust —Leeds
- £49,387 - £56,515 a year
- Travel
- Organisational skills
- Communication skills
- Annual leave
6d
Shift Manager
Five Guys UK —Castleford
- £32,470 a year
- Weekend availability
- Management
- IT
- Leadership
- Employee assistance programme
- Employee discount
Risk and Compliance Manager - Northpoint Wellbeing
Calderdale Council —Leeds
- £48,340 - £55,600 a year
- Full-time
- Analysis skills
Regional Delivery Manager
Evri —Normanton
- £50,000 a year
- Agile
- IT
- Employee assistance programme
- Employee discount
1d
Smart / AMR Manager
ENGIE —Leeds
- Hybrid work
- Management
- Customer service
- Microsoft Office
Service Centre General Manager
Alliance Healthcare —Leeds
- Up to £80,000 a year
- Full-time
- Communication skills
Senior Internal Communications Manager
Department for Work and Pensions —Leeds
- £60,272 - £70,914 a year
- Overtime
- Hybrid work
- Microsoft Outlook
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
8d
Transporation Manager
Munchkin UK Trading Company Ltd. —Castleford
- £38,000 - £42,000 a year
- Oracle
- Management
- Supervising experience
- Annual leave
Quick apply
Information Governance Manager
Doncaster City Council —Doncaster
- £35,413 - £38,221 a year
- Part-time
- Hybrid work
4d
Complaints Handler
1ST LOCATE (UK) LIMITED —Temple Newsam
- £31,000 - £33,000 a year
- Full-time
- Customer service
- Microsoft Office
- Organisational skills
Quick apply
Training Manager
Hunter Safety Solutions Ltd —Castleford
- From £45,000 a year
- Full-time
- Microsoft Office
- Organisational skills
- IT
Quick apply
2d
Team Manager
Leeds City Council —Leeds
- £51,356 - £54,495 a year
- Temporary
- Master's degree
- Supervising experience
- Bachelor's degree
- Annual leave
Quality Governance and Complaints Co-ordinator
Leeds Teaching Hospitals NHS Trust —Leeds
- £28,392 - £31,157 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
1d
Corporate Governance Manager
Doncaster City Council —Doncaster
- £35,413 - £38,221 a year
- Full-time
- Hybrid work
4d
Practice Manager
Mulberry Street Medical Practice —Pudsey
- £45,000 - £50,000 a year
- Full-time
- Management
- Supervising experience
- Patient care
Quick apply
23h

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complaints manager jobs near wakefield

Customer Services Manager

247 Home Furnishings
Huddersfield

Quick apply

Job details

Permanent | Full-time
£45,000 - £55,000 a year

Benefits

Casual dress
Health & wellbeing programme
Cycle to work scheme
Company pension
Company events
Employee discount
Bereavement leave
On-site parking

Qualifications

Microsoft Excel
Management
Operations management
Customer service
Quality assurance
Organisational skills
Leadership
Communication skills

Full job description

JOB DESCRIPTION

CUSTOMER SERVICES MANAGER

Salary Guide:

£45,000 - £55,000 per annum

ROLE PURPOSE

The Customer Services Manager is responsible for overseeing the day-to-day performance and operational delivery of the Customer Services department, ensuring high standards of customer experience, team performance, and service efficiency are consistently achieved.

The role will lead and support Customer Care Supervisors and frontline teams, driving operational excellence, service quality, and continuous improvement across all customer touchpoints. The successful candidate will use performance data, customer insight, and operational reporting to identify issues, improve processes, and support the achievement of departmental KPIs and SLAs.

This role is operationally focused, with responsibility for managing performance, improving service delivery, supporting team development, and ensuring the smooth running of the customer care function.

KEY RESPONSIBILITIES

Operational Management & Service Delivery

Manage the day-to-day operation of the Customer Services department across all communication channels.
Ensure service levels, response times, and departmental KPIs are consistently achieved.
Support Customer Care Supervisors in managing workloads, escalations, and team performance.
Monitor operational performance and address service issues proactively.
Ensure excellent customer service standards are maintained across all customer interactions.
Drive improvements in response times, first-contact resolution, and complaint handling.

Team Leadership & Performance Management

Lead, coach, and support Customer Care Supervisors and frontline teams.
Create a positive, high-performance culture focused on accountability, teamwork, and customer excellence.
Conduct regular performance reviews, coaching sessions, and development conversations.
Manage attendance, performance, conduct, and employee engagement effectively.
Support recruitment, onboarding, and induction of new team members.
Ensure supervisors are effectively managing and developing their teams.

Performance Reporting & Data Analysis

Monitor and analyse operational performance data, customer feedback, and KPI trends.
Produce regular departmental reports and performance updates.
Identify root causes of recurring issues and implement corrective actions.
Use operational insight to improve efficiency, productivity, and service delivery.
Support workforce planning and resource allocation.

Customer Experience & Quality Assurance

Ensure a customer-first approach is embedded across the department.
Monitor customer satisfaction metrics, complaints, and Trustpilot feedback.
Support quality assurance processes and identify training or coaching requirements.
Ensure escalated customer issues are resolved professionally and efficiently.
Promote continuous improvement in customer communication and service quality.

Process Improvement & Operational Efficiency

Review existing customer service processes and identify opportunities for improvement.
Work with internal departments to resolve operational challenges and customer pain points.
Support implementation of new systems, procedures, and service improvements.
Encourage a proactive approach to problem-solving and operational efficiency.
Assist in driving departmental continuous improvement initiatives.

Compliance & Governance

Ensure compliance with company policies, procedures, and service standards.
Maintain accurate operational records and reporting documentation.
Support implementation of service governance and quality control measures.
Ensure customer care processes align with company and regulatory requirements.

PERSON SPECIFICATION

Essential Experience

Proven experience managing customer service or customer care teams.
Experience leading supervisors or team leaders within a fast-paced environment.
Strong operational management experience.
Experience managing KPIs, SLAs, and customer escalations.
Experience improving team performance and service delivery.
Experience using operational data and reporting to support decision-making.

Essential Skills & Competencies

Strong leadership and people management skills
Excellent communication and interpersonal skills
Problem-solving and decision-making capability
Analytical thinking and attention to detail
Organisational and workload management skills
Customer-focused mindset
Ability to work under pressure and manage competing priorities
Coaching and team development capability
Proactive and solutions-focused approach

Preferred Experience

Experience within a multi-channel customer operation
CRM or customer service system experience
Experience with QA processes and customer satisfaction reporting
Advanced Excel or reporting capability
Experience managing Trustpilot or online customer review platforms

KEY PERFORMANCE INDICATORS (KPIs)

The Customer Services Manager will be accountable for supporting and improving departmental performance against key operational measures, including:

SLA Achievement
Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Response & Resolution Times
Complaint Resolution
Team Productivity
Quality Assurance Scores
Trustpilot Performance
Escalation Management
Team Engagement & Retention
Attendance & Performance Management
Operational Efficiency

BEHAVIOURS & EXPECTATIONS

Leads by example with professionalism and accountability
Demonstrates a proactive and hands-on management style
Supports and develops others effectively
Maintains high standards of customer care and service delivery
Uses data and operational insight to make informed decisions
Encourages teamwork, collaboration, and continuous improvement
Remains calm and solutions-focused under pressure
Builds positive working relationships across departments
Takes ownership of operational performance and outcomes

Pay: £45,000.00-£55,000.00 per year

Benefits:

Bereavement leave
Casual dress
Company events
Company pension
Cycle to work scheme
Employee discount
Health & wellbeing programme
On-site parking

Work Location: In person

Quick apply

Refine Your Search

complaints manager jobs in wakefield

Customer Services Manager

Team Manager

Head of Customer Care

PA to Principal & Office Manager

Claims Team Leader

Operational Manager

Shift Manager

Risk and Compliance Manager - Northpoint Wellbeing

Regional Delivery Manager

Smart / AMR Manager

Service Centre General Manager

Senior Internal Communications Manager

Transporation Manager

Information Governance Manager

Complaints Handler

Training Manager

Team Manager

Quality Governance and Complaints Co-ordinator

Corporate Governance Manager

Practice Manager

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