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Complaints Manager


Salary Package: £40000 - £43000 per annum
Location: City of London, England
Consultant: Emily Sadler
Posted: 23/06/2022


Berry Recruitment are currently recruiting for a Complaints Manager on behalf of one of our well established clients based in Central London.

You will be responsible for ensuring the effective and timely coordination, management and monitoring of formal and non-formal complaints.

Key Responsibilities Include –

  • Day-to-day management of complaints in line with MSPS and Client procedures.

  • Ensuring complaints responded to within the agreed timescales.

  • Providing customers with clear, concise and appropriate responses to feedback they raise.

  • Liaising with internal and external stakeholders to resolve complaints.

  • Liaising with the planning team to ensure follow-on works are scheduled.

  • Communicating with customers about the content and progress of their complaint until resolution.

  • Identifying trends from customer feedback.

  • Maintaining clear and accurate case records on CRM.

  • Handing over Stage Two complaints to Clients with all required information

  • Compiling complaint monthly reports.

  • Attendance at Client meeting where required

Experience and Skills required -

  • Experience managing complaint in line with the Housing Ombudsman requirements.

  • Excellent administration skills

  • Excellent written & communication skills

  • Excellent customer service skills

  • Good working knowledge of Microsoft Office, Word, Excel, & PowerPoint

Working Hours and Salary –

This is a full time office position. Working hours are Monday – Friday 9am-5pm.

Salary is between £40k – 43k per year.

If this role is of interest to you please apply now or contact Emily @ Berry recruitment Sutton.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.