Complaints manager

Customer Services

 

Start date: early June 2017

Location: London or Manchester (or other offices by agreement)

 

The Challenge is a national charity that was founded in 2009. Our vision is a more integrated society where there is understanding and appreciation of each other’s differences. Our mission is to design and deliver programmes that bring different people together to develop their confidence and skills in understanding and connection with others. This also applies to the people we employ to work with us. As an equal opportunities employer our aim is to have a diverse workforce from all walks of life to reflect the communities we work in.

This is a unique opportunity to join a fast moving, rapidly growing organisation, working with young people and local communities across the country. 

About the role

We are looking for a highly organised individual to support our NCS Programme with complaints investigation, resolution management and reporting. We are looking for an individual who can put the customer at the centre of their thinking when considering their complaints. The role requires constant communication between teams, and with departments across the organisation to ensure requirements are met in a timely manner. You will also be responsible for liaising with customers to fully understand their complaint and to keep them updated with progress (contact is via telephone and email).

Responsibilities include:

  • Being the first point of contact for all complaints related issues for internal colleagues
  • Taking receipt and ownership of formal customer complaints including assessing risk and urgency of actions if needed
  • Implementing our complaints policy and procedures
  • Documenting all actions and completing administrative tasks relating to the complaints policy
  • Ensuring all complaints are acknowledged in a timely manner and customers are kept informed along the way
  • Leading on investigation, including liaising and interviewing with appropriate staff across departments to collate information and to agree on action points
  • Understanding organisational policy and procedures such as Safeguarding and Health & Safety and applying this knowledge to the complaints investigation
  • Processing each complaint in a fair and timely manner, keeping the customers at the centre of the journey
  • Managing the resolution of customer complaints, within agreed timescales using agreed templates
  • Providing relevant details to the customers and complying with our data protection policy
  • Working closely with departments such as HR and Legal to ensure we are meeting our obligations and complying with the law where relevant (subject access requests, data protection, compensation)
  • Monitoring any trends to prevent further complaints
  • Escalating all unresolved complaints
  • Chairing a weekly meeting and presenting complaints reporting to the Head of Department and Customer Services manager
  • Assisting the Customer Services teams as and when needed with other tasks

 

We are looking for an outstanding individual with the following qualities:

 

Skills

  • Excellent written and verbal communication skills
  • Assessing risk and identifying mitigating actions
  • Customer focus
  • Strong organisational skills with the ability to prioritise
  • Logical thinking and attention to detail, ability to think through processes and identify all the potential impacts

 

Desirable experience

  • Complaints management
  • Investigation handling

 

Behaviours

  • Ability to behave in a professional and courteous manner at all times
  • Enjoy working with others, being helpful and doing all you can to agree solutions to challenges
  • Being calm under pressure and remaining assertive
  • Enthusiasm for, and commitment to, our mission and values with the ability to bring this to life when completing technical and administrative tasks and working with colleagues

Further Details

In addition to being part of a fun, dynamic and challenging workforce, we are proud to offer an attractive benefits package including contributory pension, Simplyhealth cash plan, Ride 2 Work, childcare vouchers, season ticket travel card loan etc. to eligible employees.

  • Up to 4 months role
  • Salary: £30,000 pro rata
  • May require some shift and weekend working (shifts may cover hours from 0900-2000)
  • Flexible hours and/or working from home applications will be considered.
  • Please apply by sending your CV and a one page in A4 cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it. asap. Applications close once the position has been filled.

Only applicants who have the right to work in the UK or have a valid visa or work permit for a minimum of 6 months at the time of application will be considered for this role.