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We are a team of passionate experts with a clear ambition: applying digital technology to advance what matters for our clients and society.
Together we create reliable and responsive digital foundations for the world’s businesses, institutions, and communities.
Learn more on Advancing what matters
Please note that this is a Fixed Term opportunity (1 year contract).

YOUR JOB IN A NUTSHELL:

We are seeking a dedicated and customer-focused Complaints Team Manager to lead our complaints handling team. The ideal candidate will be responsible for managing and resolving customer complaints efficiently and effectively, ensuring high levels of customer satisfaction and compliance with regulatory requirements. We are looking for someone with strong people management skills who can influence, inspire and drive excellence coupled with strong knowledge of the complaints process and procedures.

REQUIREMENTS:

• Proven experience in customer service or in complaint management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage and lead a team effectively.
• Knowledge of relevant regulatory requirements and best practices in complaint management.

LEARN MORE ABOUT US

At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here.
Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management – tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here

• Receive and Document Complaints: Accurately log customer complaints, capturing all relevant details for thorough investigation.
• Prioritise Complaints: Assess complaints based on severity, potential impact, and urgency to ensure timely resolution of critical issues.
• Investigate Complaints: Collaborate with relevant departments (e.g., Quality Assurance, Product Development) to identify root causes and develop effective resolution strategies.
• Implement Solutions: Develop and implement corrective actions and follow-up procedures to resolve complaints and improve customer satisfaction.
• Maintain Records: Keep a comprehensive database of all customer complaints, resolutions, and feedback to identify trends and areas for improvement.
• Report and Analyse: Prepare and present regular reports on complaint metrics, resolution effectiveness, and customer satisfaction to senior management.
• Train and Supervise Staff: Train and oversee a team of complaint handling staff, ensuring they have the necessary skills and knowledge to manage complaints effectively.