Utility Warehouse
Complaints Manager
Salary: Competitive including share options
Hours: 40 hours per week, 8am to 8:30pm Monday to Saturday
Location: London with hybrid working
Hello, we're UW
We’re a bunch of great people working together, solving problems and having fun. Together, we strive to find solutions to help the great people around us get on with the things that really matter in life.
How? It’s simple, we take the headache out of essential home services by providing them all in one place – energy, broadband, mobile, and even insurance. That’s one provider, one account, one bill, and lots of savings.
We’re a truly unique FTSE 250 company with a business model that has real social impact at the heart of it. Being a part of the UW community you’ll join a working environment like no other - one where everyone matters - be it our customers, our partners or you, our people.
About the role
This role sits within our Customer Service function and is key to driving high standards of complaint handling. You’ll be working with the complaints management team to ensure your team of customer-focussed experts are empowered to work with customers. Working closely with the operational teams, identifying trends and themes and sharing recommendations based on root cause analysis, will be crucial to the success of this role.
What you’ll do
-You’ll work with team leaders to drive forward key performance and productivity metrics
-Create a culture that encourages individual autonomy and freedom to solve customers problems
-Recognise the challenges of being a complaint handler and work to create an environment where your team feels valued and heard
-Be driven by data and root cause analysis to uncover trends and themes
-Work collaboratively with business areas to improve complaint handling and address broken processes and service failures
-Work closely with the Regulation and Compliance Teams to ensure all relevant risks are identified, shared and trackedLead the relationships related to third party customer referral channels (Ombudsman, Citizens Advice, and more)
-Develop new external relationships to share best practices
About you
Firstly, you’ll be passionate about complaint handling and turning negative customer experiences into positive outcomes. You’re able to use data to provide recommendations and drive decision making as well as being able to translate a vision and strategy into actionable goals.
Experience of managing relationships with external referral channels (example - Ombudsman, Citizens Advice, OFGEM etc.)
-Proven track record of supporting reduction in complaints at the back of process improvements & call handling
-Experience of managing an operational team whilst driving complaint handling across the wider business. Experience in working with stakeholders at a senior level
-Have a hands on approach - being comfortable personally resolving issues and directly supporting customers when senior engagement is needed
-Strong influencer who is just as comfortable with influencing outcomes as owning them
-Excellent communicator across all levels internally and externally; creating successful alignment between diverse teams across a business
What’s it in for you
Join a high growth FTSE 250 business and help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.
-Huge opportunities for exposure & development as we scale up
-A competitive salary
-25 days holiday plus Bank Holidays
-Life Insurance up to 4 x your salary
-Discounted healthcare and medical cash plans including a free Virtual GP service
-Private pension schemeShare options and Save As You Earn Scheme
-A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, Virtual fitness classes and wellness tools
-Discounts on UW products & services
- Founded
- Founded 2002
- Employees
- 500+ employees
- Industry
- Diversified Telecommunication Services