Full job descriptionOur 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 apply as directed!