JOIN A TRUSTED TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY ARE A PART OF.
Huntswood’s people are its most valuable asset, and we take their career development very seriously. Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skills.
Start Date: ASAP
Location: Glasgow City Centre Office
Job Type: Full-time, Permanent
Hours: 37.5 Shift rotation between 9am-6pm Monday to Friday + NO WEEKENDS!
Salary: £28,000 - £30,000 + Performance Bonus
Job Description:
As part of our continued growth Huntswood are seeking to appoint an experienced Complaints Team Manager to lead and develop their team.
This is an exceptional opportunity to join a fast-paced growing business and there is a genuine opportunity for a long-term career, this position is likely to be of interest to team managers who are seeking to take the next step in their career, managing agents who will be dealing with complaints and customer service for our leading Energy/Utilities client.
Key Requirements:
* Ideally you will have a minimum of 12-18 month’s experience managing a complaints/ utilities team - * energy would be advantageous *
* A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential.
* Ability to demonstrate a high degree of customer service awareness.
* Experienced coach and developer for advisers leading from the front in demonstrating what good looks like
* Ability to train and develop staff
Key Responsibilities:
* Creating a sense of urgency within the team by building an energetic and engaging culture
* Understand and buy into the overall aims and objectives of the company and provide clear communications to your team.
* Ability to interpret data, spot trends and put in place action plans to remedy short falls.
* Developing team members in line with their personal development plans and performance reviews - utilising call recording sessions, internal training and one to one sessions.
* Ensuring full adherence to regulatory requirements.
* Learning, retaining knowledge and coaching staff on detailed knowledge.
* Presenting new processes to staff ensuring all advisors are fully trained.
Benefits:
* Comprehensive Training
* Generous staff discounts- access to our intranet with exclusive discounts from leading retailers.
* Free Tea, Coffee & Hot Chocolate on site!
* Monthly Team Building activities.
* Access to an online Well-being centre that has a variety of tools to nurture your overall health.
* Refer a friend scheme (earn £1000 for each person you refer)
* Mentorship program to grow and develop within the company.
* Online well-being centre to look after your mental health.
"It’s not just about what we do, but the way we do it. And it’s our values that make us special."
Interested in this exciting opportunity? Apply now.
Huntswood, A ResultsCX Company delivers resourcing, outsourcing and advisory services from complaints to customers service, remediation to resilience - bring together the people, processes, and knowledge that business need to succeed. In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is a leading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.