The Customer Service and Complaints Manager will oversee day-to-day operations within the customer service department, ensuring the delivery of exceptional service and leading a team of 15. This role requires strong leadership skills to optimise team performance and maintain operational efficiency, based in Watford.Client DetailsThe company is a rapidly growing organisation with a commitment to providing outstanding customer experiences. They are known for their innovative services and focus on quality in their operations. They are currently recruiting for a Customer Service and Complaints Manager to join their successful customer service department based in Watford. Candidates will need to have experience leading teams of 10+, as well as a background in a highly regulated environment. Experience leading a customer service team who work with vulnerable customers is highly advantageous. DescriptionManage the contact centre team to deliver excellent customer service.Develop and implement strategies to improve operational efficiency.Monitor customer interactions to ensure quality and compliance with standards.Analyse performance metrics and prepare detailed reports for senior management.Handle escalated customer issues and provide effective resolutions.Collaborate with other departments to enhance customer service processes.Oversee training and development programmes for contact centre staff. ProfileA successful Customer Service and Complaints Manager should have:Previous ..... full job details .....