The Complaints Manager is responsible for overseeing the effective handling and resolution of customer complaints, ensuring that all complaints are managed in line with regulatory requirements, company policies, and agreed service level agreements (SLAs). The role requires strong leadership and analytical skills, with a focus on continuous process improvement, team management, and maintaining high standards of compliance and governance. The Complaints Manager will be expected to work closely with cross-functional teams to ensure a seamless complaints process and clear communication with key stakeholders.
What you will be doing:
Complaint Handling and Resolution: Manage the end-to-end complaints process to ensure timely, fair, and appropriate resolution of customer complaints. Ensure all complaints are handled in accordance with internal policies, procedures, and relevant regulatory requirements. Maintain accurate and detailed records of all complaints, ensuring compliance with legal and regulatory requirements for complaint management. Key Performance Indicators (KPIs) and Service Level Agreements (SLAs): Ensure that all complaints are resolved within agreed KPIs and SLAs. Regularly review team performance metrics and provide detailed reports to senior management on the team’s ability to meet these targets. Identify and implement corrective actions when performance falls short of agreed standards. Continuous Process Improvement and Implementation: Lead initiatives for continuous improvement of the complaints process, identifying areas for optimization and driving change to improve customer outcomes. Implement new processes or refine existing ones to ensure the efficient handling of complaints, adapting to evolving regulatory and customer expectations. Root Cause Analysis (RCA) and Trend Analysis: Conduct thorough root cause analysis for individual complaints as well as trend analysis across complaints to identify recurring issues and systemic problems. Use insights from RCA and trend analysis to recommend and implement process improvements that prevent future complaints. Complaint Reporting: Prepare and present regular reports on complaint volumes, trends, and resolutions for internal stakeholders, including senior management and the board. Ensure the accuracy and timeliness of complaint reporting, meeting all internal and external reporting obligations. Collaborate with other departments to ensure data quality and insight sharing across the organization. Compliance and Breach Prevention: Ensure complaints are managed in line with regulatory standards, preventing compliance breaches. Keep abreast of changes in regulatory requirements and ensure that the complaints team is fully trained and compliant with these updates. Ensure effective controls are in place to mitigate risk and prevent regulatory breaches, escalating issues when necessary. Governance and Accountability: Maintain high levels of governance and accountability across the complaints team to ensure that all complaints are managed with integrity and transparency. Monitor team adherence to internal governance frameworks and ensure full accountability for decision-making processes. Team Management and Training: Lead, manage, and develop the complaints team to ensure high levels of performance and engagement. Ensure the team receives regular training and coaching to stay up to date with regulatory requirements, company policies, and best practices in complaints handling. Foster a culture of continuous learning, encouraging staff to improve their skills in customer communication and complaint resolution. Stakeholder Communication and Escalation: Act as a key point of contact for complaints escalation, ensuring appropriate resolution of escalated cases. Maintain clear and open communication with relevant stakeholders, including line managers, department heads, and regulatory bodies. Ensure that significant or high-risk complaints are escalated promptly to senior management, providing detailed analysis and recommendations for resolution. Customer Communication: Ensure that customer communications related to complaints are clear, transparent, and timely, adhering to both internal standards and regulatory requirements. Monitor and improve the quality of customer interactions during the complaints process, ensuring that customers feel heard, respected, and informed at every stage.
What we are looking for:
Extensive experience in complaints management, ideally in a regulated environment. Strong knowledge of industry regulations and best practices for complaint handling. Proven leadership experience with the ability to manage and motivate a team. Exceptional communication skills, both written and verbal, with the ability to communicate effectively at all levels. Analytical and problem-solving skills with the ability to conduct root cause analysis and trend identification. Experience in process improvement, with a track record of implementing changes that drive efficiency and enhance customer satisfaction. High attention to detail and the ability to manage multiple priorities in a fast-paced environment. Proficient in Microsoft Office and complaints management software. Strong sense of accountability and governance. Empathy and a customer-first mindset. Adaptable and open to change in a dynamic work environment. Ability to handle challenging conversations and situations with professionalism.
What we offer:
Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:
Financial: Competitive salary and bonus schemes. Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday. Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.
More about evoke
We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke.
At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
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At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.
Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.
Apply today to kickstart your application with the evoke Family!