Complaints Manager

Key Responsibilities: Reviewing and overlooking ongoing cases with your team, advising on ways to improve the service and streamline current processes; Maintaining data and generating reports on trends; Working to and achieving SLAs and KPIs in line with the specific customer contract; Root cause and trend analysis to reduce complaints by identifying key areas for improvement; Provide regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures; Develop and execute complaint processes which create a seamless, more efficient and streamlined customer experience; Overlook and manage your teams tasks with clear expectations on a daily, weekly and monthly basis; Drive team performance and motivate your team via continuous coaching, training and mentoring; Work with teams across the business to ensure that the customers and the service user are at the heart of everything that we do and all correspondence with customers meet our standards; Identify any areas for learning and development for internal employees