Customer Care Manager / Assistant Customer Care Manager (Complaints Handling)
Location: Warwick (CV34)
Contract: Fixed Term (6-9 months) or Permanent
Working Pattern: Full-time, Hybrid (4 office / 1 WFH)
Salary
- Customer Care Manager: 30,308
- Assistant Customer Care Manager: 27,810
The Role
Join a growing Customer Outcomes team, handling and resolving customer complaints while delivering fair and positive customer outcomes. Depending on experience, candidates will be considered at Manager or Assistant level.
Key Responsibilities
- Manage complaints from receipt through to resolution.
- Investigate issues, gather evidence and maintain accurate records.
- Handle customer calls, emails and correspondence professionally and empathetically.
- Draft complaint responses and final outcome letters.
- Ensure compliance with regulatory requirements and service standards.
- Use approved AI tools to support case reviews and correspondence.
- Identify trends and support continuous improvement initiatives.
What We're Looking For
Essential:
- Experience in customer service, complaints handling, administration or customer support.
- Excellent communication and organisational skills.
- Strong attention to detail and problem-solving ability.
- Confident using Microsoft Office and CRM systems.
- Ability to manage challenging situations professionally.
Desirable:
- Complaints handling experience.
- Experience in a regulated environment.
- Insurance, financial services or similar customer-focused industry experience.
- Investigation and decision-making experience.
What's on Offer
- Hybrid working.
- Supportive team and leadership.
- Training and development opportunities.
- Exposure to complaints, compliance and customer experience functions.
- Career progression within a growing organisation.
Ideal for candidates from customer service, complaints, administration, case management or regulated environments who enjoy problem-solving and delivering excellent customer outcomes.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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