Complaints Team Leader in Epping

Undisclosed Company
Essex, Epping
£22000.00 - £24000.00 per annum
21 Apr 2017
26 Apr 2017
Manpower UK
Job Type
We are currently seeking a Full Time Permanent Complaints Team Leader in Epping at £22-24k per annum depending on experience, for more information please see below;
General description
Reporting directly to the Customer Care Manager, you will be responsible for overseeing the complaints team ensuring complaints are dealt with quickly and efficiently and in accordance with our Customer Care Procedures.

Key Tasks;
-Training of new team members
-Provide support and information to the team
-Oversee team holidays ensuring work is covered accordingly
-Log and monitor any team illness and be the first contact for team members to call to advise of illness
-Ensuring the Customer Care Manager is updated weekly on progress of the team or any problems
-Organise and take monthly team meetings sending out agendas to include any team points they wish to raise
-Assign complaints to individual team members and monitor targets
-Ensuring complaints are monitored daily/weekly to make sure we attain our agreed timescales for responses
-Organising and preparing objectives for six monthly and yearly appraisals
-Gathering information that will allow you to efficiently resolve and respond to complaints, including analysis of call recordings from the Customer Contact Centre, vehicle condition reports, searching GPS systems, liaising with different departments i.e. Audit, Client Services, the Customer Contact Centre and the Goods Removed department
-Providing detailed written responses to complaints from MP's, Solicitors and Clients within 10 working days. Ensuring the correct company/client procedures have been adhered to and that all the points raised have been covered
-Reviewing and quality checking previous responses by other team members in accordance with our company procedures and remembering to highlight or address any issues/concerns raised with the Customer Care Manager
-Ensure compliance with all current and future legislation as detailed in company training manuals and all internal company policies and procedures
-Liaising directly with other internal departments to ensure that the correct client procedures are adhered to
-Dealing with any press enquiries/serious complaints providing reports to the Communications Team and/or a Director
-Deal with telephone calls/queries from other departments and complainants in a timely efficient and polite manner
-Archiving and Filing

Person specification
-Team player
-Attention to detail
-Confident in dealing with team members and any issues
-IT literate - proficiency with Microsoft Word, Excel, Outlook and Access
-A clear and effective communicator, verbally, written and visually.
-Excellent time management, planning and organisational skills
-Able to work on own initiative and within a team environment.

Experience: essential
-Presenting and reporting facts (verbal, written and visual)
-Experience in dealing with written complaints is essential, including the extraction and identification of issues and required outcomes in order to provide suitable written responses
-Ability to excel under pressure and when working to frequent tight deadlines.
-Data interpretation
-Knowledge of complaints
-Experience in leading a team

Additional factors
-Ability to work in a non-discriminatory manner, in accordance with the Company's Equal Opportunities Policy

To apply or for more information on this role please get in contact on 01895 204 948 or alternatively I can also be reached at Sophie.howley @ manpower .co .uk