CCP is delighted to partner with a fantastic business in the holiday and leisure industry. We’re on the lookout for a hands-on Complaints Manager to lead a small team, manage formal complaints, and enhance the overall member experience.
 
This is a great opportunity for someone who thrives on coaching and developing a team, while also being proactive in handling escalations and delivering exceptional customer service.
 
Key Responsibilities

• Managing and resolving customer complaints, ensuring a high standard of service
• Taking ownership of escalations, speaking with customers to find solutions
• Coaching and supporting your team through regular 1-2-1s
• Investigating complaint trends and working on process improvements
• Maintaining response templates and assisting with recruitment
• Collaborating cross-functionally to enhance the overall customer experience

Ideal Candidate

• Strong complaints management & customer service experience
• Proven leadership & coaching skills – able to develop and motivate a team
• A hands-on approach – happy to jump on the phones when needed
• Excellent written & verbal communication skills
• Analytical mindset – detail-oriented and solutions-focused
• Ability to work under pressure and adapt to changing priorities
• Tech-savvy – experience with Google Docs/Sheets, Word, Excel, etc.

Salary - £35,000 - £36,500
 
Logistics
 
First 6 weeks: Full-time in-office for onboarding
After 6 weeks: Hybrid (2 days in-office, 3 days remote)
 
About CCP
 
CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2007 we've built an incredible reputation for successfully partnering with brands looking to hire and supporting candidates looking to secure a new role, whilst consistently delivering great service.