Back to search

Customer Service and Complaints Manager

Watford Permanent View Job Description
The Customer Service and Complaints Manager will oversee day-to-day operations within the customer service department, ensuring the delivery of exceptional service and leading a team of 15. This role requires strong leadership skills to optimise team performance and maintain operational efficiency, based in Watford.
  • Great opportunity to join a nationally renowned organisation
  • Based in Watford with hybrid working

About Our Client

The company is a rapidly growing organisation with a commitment to providing outstanding customer experiences. They are known for their innovative services and focus on quality in their operations. They are currently recruiting for a Customer Service and Complaints Manager to join their successful customer service department based in Watford. Candidates will need to have experience leading teams of 10+, as well as a background in a highly regulated environment. Experience leading a customer service team who work with vulnerable customers is highly advantageous.

Job Description

  • Manage the contact centre team to deliver excellent customer service.
  • Develop and implement strategies to improve operational efficiency.
  • Monitor customer interactions to ensure quality and compliance with standards.
  • Analyse performance metrics and prepare detailed reports for senior management.
  • Handle escalated customer issues and provide effective resolutions.
  • Collaborate with other departments to enhance customer service processes.
  • Oversee training and development programmes for contact centre staff.



The Successful Applicant

A successful Customer Service and Complaints Manager should have:

  • Previous experience in a contact centre or customer service management role, leading teams of 10+ within a highly regulated industry.
  • Strong leadership and team management skills.
  • Proficiency in analysing data and using CRM systems.
  • Excellent communication and problem-solving abilities.
  • A proactive approach to improving processes and customer satisfaction.

What's on Offer

  • Competitive salary negotiable depending on experience
  • 26 days annual leave plus bank holidays
  • Up to 10% bonus
  • A permanent position within a reputable organisation.
  • Opportunities to shape the customer service strategy and drive improvements.
  • Supportive and professional work environment.



Contact
Sonia Shah
Quote job ref
JN-072025-6786199
Phone number
+44 172 773 0136

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Leisure, Travel & Tourism
Location
Watford
Contract type
Permanent
Consultant name
Sonia Shah
Consultant phone
+44 172 773 0136
Job reference
JN-072025-6786199