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AMJ Recruitment
Customer Escalations/Complaints ManagerAMJ Recruitment • Coventry, West Midlands, UK
Customer Escalations/Complaints Manager

Customer Escalations/Complaints Manager

AMJ Recruitment • Coventry, West Midlands, UK
24 days ago
Job type
  • Permanent
Job description

AMJ Recruitment are looking for a Customer Escalations/Complaints Manager to join our valued Distribution Client based in Coventry, CV2.

Pay Rate - £27000 + £100 per month attendance bonus = £28200 per annum

Shifts: Day Shifts (5 days out of 7) - 40 hours per week.

Term - Permanent

Start Date - ASAP

Experience - Customer Complaints / Escalations Management experience is essential

Key Responsibilities

Customer Complaint Management

? Handle incoming customer complaints via telephone, email, and written
correspondence.
? Serve as the main point of contact for customers throughout the complaints process.
? Listen actively, demonstrate empathy, and communicate professionally to understand
customer concerns.
? Conduct thorough investigations into complaints, gathering information from relevant
teams and stakeholders.
? Provide customers with regular updates and manage expectations throughout the
resolution process.
? Deliver complaint outcomes clearly and professionally, ensuring customers
understand the resolution provided.

Resolution and Case Management

? Take ownership of complaints from initial contact through to final resolution.
? Work collaboratively with internal departments to identify root causes and implement
appropriate solutions.
? Escalate complex or high-risk cases to senior management where necessary.
? Ens...
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Customer Escalations/Complaints Manager • Coventry, West Midlands, UK

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