Complaints Team Manager

The role: As the Complaints Team Manager, you will inspire, lead, and motivate a team of Complaint Handlers to deliver exceptional service. You will ensure our team provides a one-stop point of contact and resolution for transactional inquiries and requests, achieving 'right first time' outcomes. Your role will be pivotal in shaping a customer-focused culture and driving our values of kindness, respect, inclusivity, ambition, responsibility, and collaboration.

Key Responsibilities:

• Lead and manage a team of circa 10 Complaint Handlers
• Deliver high-quality service across multiple channels, ensuring timely and effective resolution of customer inquiries.
• Monitor team performance in real-time, implementing actions to address any issues.
• Conduct regular one-on-ones, performance reviews, career development planning, and recruitment
• Foster a culture of high performance through coaching and development.
• Manage underperformance and absence, recognising and rewarding great performance.
• Support the delivery of a new 24-hour service and digital channels for customers.
• Collaborate with colleagues across teams to ensure cohesive customer resolution and satisfaction.
• Be a visible, professional, and confident leader, demonstrating authenticity and integrity.

Requirements:

• Proven experience leading and managing a customer service team.
• Strong focus on delivering great outcomes for customers.
• Excellent communication and active listening skills.
• Demonstrated achievements in customer service.
• Confidence in decision-making and inspiring team performance.
• Experience in recruiting, nurturing, and developing professional teams.
• Strong stakeholder management skills.
• Knowledge of data quality monitoring and breach prevention.

Benefits:

• £450 yearly flexible benefit pot to use against benefits of your choice
• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme where you can be gifted retail vouchers
• A range of wellbeing discounts including Gym Memberships
• A wide selection of other benefits available

Why Join Us? At Sovereign, we offer a supportive and collaborative environment where you can make a real difference. We are committed to your professional development and offer opportunities for growth and advancement.

Our mission is to positively impact our customers' lives by providing safe, high-quality homes and fostering connected communities. If you are passionate about customer service and want to lead a team that makes a difference, we want to hear from you.