Complaints Manager

Complaints Manager

Full-time, Permanent, salary £40K-£45K

Hybrid, in office once per week

Our client, a prestigious global professional membership organisation, is looking for a dedicated Complaints Manager who will be responsible for the end to end management of the complaints process. If you are an experienced, professional complaints manager, or a case officer looking to step into a management role, and are passionate about maintaining high standards and driving enhancements, then this exciting role is for you!

Some of the key responsibilities include:

• Manage the day-to-day complaints process, ensuring all member complaints are addressed in line with the organisation’s disciplinary rules
• Engage with internal and external stakeholders to deliver excellent customer service
• Proactively manage policies and processes to ensure they are efficient and fit for purpose, contributing to continuous improvement in complaints handling
• Identify training needs and develop training plans for Disciplinary Panel members
• Work with the global disciplinary panel, attend hearings, and oversee the hearing process
• Provide quarterly reports to the Professional Standards Committee
• Lead future planning initiatives, policy updates, and training programs for the panel
• Optimize the use of Salesforce for improved operational efficiency

Experience:

• At least 5 years in a similar role with a strong track record in complaints handling
• Experience in a customer-focused and professional environment
• Experience working collaboratively with professionals and suggesting process enhancements
• Proven ability to manage operational processes effectively
• Familiarity with handling confidential information and compliance with data protection laws

Skills:

• Excellent communication skills, capable of engaging with various stakeholders
• Project management skills with the ability to multitask and take the initiative
• Ability to remain calm and professional under pressure
• High attention to detail with the ability to adhere to policies and procedures
• Empathy and understanding in addressing stakeholder concerns
• Quick learner who can navigate frameworks with confidence.
• Understand the role of professional standards within membership organisations and the value in setting professional standards

IT Literacy:

• Proficient in Microsoft Word, Excel, and Outlook.
• Experience using databases for report generation and data entry (Salesforce experience is a plus)

Personal Attributes:

• High standards of honesty, integrity, and probity
• Sensitive and tactful while maintaining confidentiality
• Resilient and composed in challenging situations, particularly when dealing with sensitive matters
• Team player with a proactive and adaptable approach
• Strong interpersonal skills for building relationships and collaborating effectively

What We Offer:

• A managerial role with autonomy and comprehensive oversight
• Opportunities to lead improvements and make a significant impact within the organisation
• Interaction with a global disciplinary panel and participation in hearings
• A supportive work environment with ample opportunities for professional development

Deadline: Should you meet the above criteria, please submit your application by no later than 5pm on 14 August 2024.