Complaints Investigation Team Leader - Portsmouth, United Kingdom - Checkatrade Careers

Checkatrade Careers

Verified Company

Portsmouth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Investigation Team Leader

Do you bring out the best in people? Are you skilled in leading your team to success?_

We have an exciting opportunity for an experienced Complaints Investigation Team Leader to join our Reviews Department.

You'll lead a team of Specialist by coaching and developing the team to deliver high level, values-led customer service to trades and homeowners alike.

You'll focus your team in up keeping the high standards Checkatrade are renowned for, ensuring the team are best placed to support our customers and trades when things go wrong.

As a fast-growing business with exciting growth plans, this is a fantastic opportunity to build a career in a business going places.

Sound good? Get in touch

Location:
Portsmouth. Hybrid working applies post probation.

Where do you fit in?
You'll report to the Customer Service Operations Manager and lead a of a team specialist. You'll support the team in handling various forms of communication in relation to member reviews, complaints and claims. These could be either from trades or homeowners and often relate to complaints.

You'll build and develop a team of complaints investigation specialist experts that deal with challenging conversations coming up with the best resolution for all.

You'll foster a team culture with a quality customer experience ethos including inspiring, coaching, and developing them to strive for continuous improvements.

You'll also be the last point of escalation for advisors, using the opportunity to further develop their knowledge and capability.

You'll ensure your team take swift action regarding the membership of trades that fail to meet the Checkatrade Standards. To support this, you'll undertake continuous call monitoring and quality assurance, carry out investigations and keep detailed records.

We are an equal opportunities employer that is committed to diversity and inclusion in the workplace._

What's in it for you?

A rewarding, interesting and fast paced role in an awesome business on a road from good to great.
An excellent salary and benefits package, including operational bonus, Reward Gateway discounts and cashbacks and much more.
We work 35 hours per week, Monday to Friday 9am to 5pm.

What do you need to succeed?

Proven leadership experience with the ability to lead, influence and engage your team.
Experienced in complaints and objection handling.
You'll be passionate about delivering great customer service whilst delivering the right outcomes for both homeowners and trades.
Excited about supporting business change and identifying areas for improvements and efficiency.
You'll have brilliant people skills, be decisive, approachable, and a role model to your team, whilst pushing hard to achieve KPIs and key objectives within given timelines.