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Complaints Manager

Cardiff
£25000-£30000

Our client has an exciting opportunity for an experienced Complaints Team Leader to join them and directly influence the customer experience and drive continuous improvement. As a result, you will have a powerful position from which you will recommend changes to promote a reduction in complaints and ensure customers are treated fairly. This role is responsible for ensuring all complaints are recorded, managed to resolution, analysed and acted on to improve the customer experience, the fairness of the resolution and operational efficiency. You will have a responsibility to empower and coach all customer facing staff to handle customer dissatisfaction directly, therefore reducing the need for a formal escalation

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