Complaints managers are responsible for addressing customer complaints regarding products and services on behalf of a company. Also referred to as customer service managers, relations managers and customer relationship managers, their role is to resolve customer issues to ensure that customers are happy with the service they have received. Often responsible for overseeing a team of customer service representatives, complaints managers both address issues themselves and delegate tasks to junior workers.
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Typical entry requirements for a career in customer service include courses in business, management and consumer studies. College Crunch report that applicants should hold at least a bachelor's degree in a business-related subject with additional work experience in customer service. Taking part in an internship in a customer service department could prove beneficial when trying to secure future employment. A master's degree in business administration is required for higher-ranking positions.
According to Prospects, complaints managers should possess strong communication skills and have the ability to communicate effectively in writing. Strong leadership qualities and the ability to motivate a team of workers is necessary. The ability to remain calm under pressure, as well as maintain a professional attitude and smart personal appearance, is also required. As many positions require the recording of customer information onto a computer system, prospective applicants should also be computer literate.
The responsibilities of a complaints manager will generally vary depending on the industry they work in. For example, those working in a retail capacity will speak to customers in person, while those employed in office and call centre environments will typically address customers via phone and e-mail. According to Prospects, routine daily activities include providing help and assistance to customers, keeping accurate records of communication and correspondence, meeting with other managers to discuss service improvements and running a team of customer service workers.
Salary and Future Prospects
The salary of a complaints manager varies greatly and is dependent upon the level of responsibility, location and size of the organisation. According to Indeed, the average annual salary of a complaints manager is £33,150. Employment prospects are positive for the future with around 400,000 new jobs expected to be created in the industry over the next decade, according to the Bureau of Labor Statistics. This is due to a growing number of companies placing greater importance on strong customer relations.
Working as a complaints manager can at times be demanding and stressful. Communicating with irate customers for much of the day requires a calm personality and an ability to work well under pressure.
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