Complaints and Communications Manager

Our client, an established and fast-growing innovative green energy provider, is currently recruiting a Complaints and Communications Manager to join their Customer Experience team. The Manager will be responsible for overseeing complaint handling across the business, the focus will be on driving high-quality, compliant customer communications and resolving escalated cases. Key Responsibilities for the Complaints and Communications Manager: Managing escalated complaints to ensure compliance and timely resolution Supporting customer service agents with early-stage query handling Analysing complaint trends to identify and prevent recurring issues Owning the company's tone of voice and customer-facing templates Coaching internal teams on effective communication and service delivery Skills Required for the Complaints and Communications Manager: Proven experience in a customer service or complaints handling environment Strong understanding of complaint processes and compliance standards Exceptional written communication skills for drafting complex correspondence Ability to handle difficult conversations in a calm, solutions-focused manner Strong analytical and organisational skills to manage multiple priorities Driving license required due to the location of the office Please apply as directed