Escalations and Complaints Manager (Customer Service)
Do you have a knack for high level complaints resolution? Is high level risk management your forte?
Checkatrade’s mission is to be the trusted foundation of every home, by connecting people with the trades and tools to make home improvements easy. We have an exciting newly created opportunity for an experienced Escalations Manager who is dedicated to resolving high risk complaints and incidents. You will work cross functionally to ensure our brand is held to a high regard alongside keeping our trade members and consumers satisfied. Have you had experience in this field? Have you been the escalation point within a fast moving business? If so, this could be the role for you!
Location: Hybrid working - 4 days in London or Portsmouth (majority of your teams are based in Portsmouth meaning 1-2 days per week in Portsmouth regardless of location is essential).
Where do you fit in?
As Escalations Manager you will lead the Incident Response Team. Your focus will be on ensuring high priority consumer and tradespeople disputes are resolved promptly and effectively while maintaining high levels of customer satisfaction. You will be required to manage high risk and complex complaints, working closely with the legal, PR, privacy and complaints team to resolve, as well as manage media risks. Have you worked in a similar role? Are you experience in crisis management and removing barriers? If so, this could be the role for you!
What’s in it for you?
- An opportunity to have a big impact in a fast-moving scale up business.
- Advance your career within a 2-sided marketplace and work alongside an inspiring leadership team that is taking us places.
- An excellent salary and benefits package that includes an annual bonus, discounts on hundreds of retailers, pension contributions, private medical insurance and much more!
We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.
What do you need to succeed?
- Proven experience in incident and complaints management at a high level, with a track record of building and implementing successful strategies to reduce issues.
- Experience working cross functionally with the likes of legal teams, PR teams and senior leadership.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively.
- A self-starter with a “can-do” attitude, have a friendly demeanour while still able to push hard to achieve targets and timelines.
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