Customer Experience and Complaints Manager

Your new company A well-established and customer-focused organisation is seeking a Customer Experience and Complaints Manager to join its customer service function. Operating within a fast-paced environment, the business prides itself on delivering high levels of service and continually improving the customer journey.This is an opportunity to play a key role in ensuring customer concerns are handled professionally, thoroughly and fairly, while driving improvements that enhance the overall customer experience.Your new role You will take ownership of the complaints and escalation process from investigation through to resolution. While this is not a people management role, you will act as a deputy for the Customer Service Manager when required and provide support across the wider function.Managing complex customer complaints and escalations in line with agreed service levelsLeading detailed investigations, gathering evidence and establishing clear timelines of eventsLiaising with multiple departments, including Legal, Finance and Customer Service teams, to obtain information and support investigationsProducing clear, accurate and professional written responses to customersTaking ownership of the complaints process and identifying opportunities for continuous improvementSupporting the Customer Service Manager during periods of absenceManaging and reporting on Net Promoter Score (NPS) feedback and customer satisfaction dataCreating presentations and reporting packs for monthly ..... full job details .....