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 resolution
• Supporting customer service agents with early-stage query handling
• Analysing complaint trends to identify and prevent recurring issues
• Owning the company's tone of voice and customer-facing templates
• Coaching 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 environment
• Strong understanding of complaint processes and compliance standards
• Exceptional written communication skills for drafting complex correspondence
• Ability to handle difficult conversations in a calm, solutions-focused manner
• Strong analytical and organisational skills to manage multiple priorities
• Driving license required due to the location of the office

Please...