Job description
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!
Extra information
- Status
- Open
- Education Level
- Secondary School
- Location
- Carlisle
- Type of Contract
- Full-time jobs
- Published at
- 20-08-2026
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
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