Complaints and Communications Manager

Our client, an established and fast-growing innovative green energy provider, is currently recruiting a Complaints and Communications Manager to join their Customer Experience team. The Manager will be responsible for overseeing complaint handling across the business, the focus will be on driving high-quality, compliant customer communications and resolving escalated cases. Key Responsibilities for the Complaints and Communications Manager:Managing escalated complaints to ensure compliance and timely resolutionSupporting customer service agents with early-stage query handlingAnalysing complaint trends to identify and prevent recurring issuesOwning the company''s tone of voice and customer-facing templatesCoaching internal teams on effective communication and service delivery Skills Required for the Complaints and Communications Manager:Proven experience in a customer service or complaints handling environmentStrong understanding of complaint processes and compliance standardsExceptional written communication skills for drafting complex correspondenceAbility to handle difficult conversations in a calm, solutions-focused mannerStrong analytical and organisational skills to manage multiple prioritiesDriving license required due to the location of the office Please apply as ..... full job details .....