Customer Service Complaints Team Manager

As a Customer Service Team Manager, you will be reporting directly to the Head of Customer Service and you will be responsible for delivering CS complaints targets & KPIs and managing our team of Complaints Specialists and QA Specialists. You will always ensure both efficient and high-quality service is being consistently delivered across the Complaints team. You will be a complaints expert who can support both the team and our customers and is always looking for ways of improving our complaints and QA processes. Your day-to-day responsibilities will be a mixture of operational duties and direct line management of the team. Close collaboration will be required to ensure consistency across management styles, processes, and delivery of the future vision & direction of the CS function.You will also be accountable for complaints reporting and ensuring all metrics are reported accurately and in a time sensitive fashion. To be successful, you will also be responsible for resource management, ensuring there is adequate cover to meet customer demand. You will be identifying times when an increase in volume is likely and staffing up accordingly (changing working days, paying overtime, implementing different ways of working). You will be accountable for achieving complaints…