Customer Complaints Manager

Loughborough

up to £38,000 DOE

We are seeking a proactive and detail-oriented Customer Complaints Manager to lead the coordination of customer complaint resolution. Acting as the principal point of contact, you will ensure issues are managed with efficiency, fairness, and professionalism, always keeping customers informed and driving effective solutions.

You will oversee the day-to-day running of the complaints function, support internal teams and external partners, and contribute to continuous improvement initiatives that enhance customer satisfaction.

Description of the role:

• Receive and acknowledge customer complaints, ensuring clarity of the issue.
• Liaise between customers, installers, stockists, and internal teams to resolve issues effectively.
• Recommend solutions, negotiate resolutions, and gain appropriate approvals where required.
• Monitor, track, and update all documentation relating to complaints.
• Maintain data and provide regular reports on complaint performance and trends.
• Identify recurring issues and recommend improvements to processes and services.
• Ensure complaints are managed within agreed targets and timescales.
• Provide leadership and support to a direct report.
• Uphold excellent product knowledge, including technical specifications and availability.

About you:

• Experience in a similar role is preferable.
• Excellent communication and interpersonal skills.
• High level of attention to detail and organisational ability.
• Confident in Microsoft Word and Excel, with strong IT and database knowledge.
• Ability to analyse information, prepare reports, and present findings.
• Knowledge of Microsoft PowerPoint and Access.
• Background in handling external customer requirements

This is a fantastic opportunity to make a real impact by driving customer satisfaction, shaping continuous improvements, and building strong relationships in a supportive and forward-thinking environment, please apply today!