Complaints Manager

Who are Babble?  

Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity.

About Us | Leading UK Cloud Solutions Provider | Babble  

Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.  

Join Our Dynamic Team as a Complaints Manager! 🌟

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing? 

Build a robust complaints process and ensure effective handling of customer complaints, aiming to resolve issues and improve customer satisfaction. Receive, document, investigate, and resolve complaints, communicating with customers to provide updates and resolutions. Measure and analyse the root cause, working with the wider business on improvements .

Main Accountabilities: 

• Design, implement and manage the complaints process
• Work with stakeholders across the business to understand the root cause of issue, creating a continuous feedback loop
• Report on process failures working with the QMS manager
• Maintaining open and clear communication with customers throughout the complaint process is essential, providing updates, explaining actions taken, and ensuring the customer understands the resolution
• Set communication standards including reporting on all complaints
• Provide training and guidance to staff on handling complaints, ensuring consistent and effective practice
• Daily, weekly, monthly reporting on cases
• Manage complaints that escalate to legal
• Provide reports to the senior leadership team on complaints on a monthly basis
• Manage the team of 3 people, conducting 1-2-1 and performance reviews

Person Specification:

• Strong communication skills
• Customer centric minded and proven experience.
• Minimum 4 years of experience in a customer complaint role
• Able to have difficult conversations with positive outcomes
• Experience reporting and analysing data  
• Written, Verbal and Numerical literacy is a must
• Must be organised and attention to detail oriented
• Experience with ombudsman

What else looks good for this role: 

• Willing to learn
• Ability to work as a part of a team
• Confidence to take ownership of requests until completion 
• OFCOM understanding 

• Minimum 5 years of experience in a customer complaints role

Why work for Babble?

• Company Pension -  4% Employee contribution
• 22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of service
• Life Assurance – 4x Annual Salary
• Optional Health Insurance – Bupa
• Optional Health Cash Plan – Health Shield
• We work a 9-day fortnight – every other Friday off.
• £1,000 payment after 10 years service
• Bike to Work Scheme
• Season Ticket Commuter Loan
• Charities Trust – Donations to charities pre tax
• Babble Issued Laptop
• Annual Company Celebrations

Hybrid-Working Policy

You will be contracted to work from the office however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office on company anchor days (Monday, Tuesday and Thursday) and will be able to work from home on Wednesday and Friday.  Unless your role has different requirements.

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements. 

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider