Complaints Lead / Customer Service Team Leader - Study Tech : Job Details

Job Title: Study Tech Complaints Lead

Location: London / Northampton / Hybrid

Salary: £28 000 to £32 000 per annum, dependent on experience

Job Type: Full Time, Permanent

Working Hours: Monday to Friday preferred; flexible hours can be agreed for the right candidate

About Study Tech:

Study Tech specialises in supporting individuals eligible for Disabled Students' Allowances within higher education. We are a Social Enterprise working with disabled people, providing specialist computer equipment, 1-1 training and have an in-house technical support team.

Study Tech is a Disability Confident Employer.

About the Role:

We are seeking a dedicated and empathetic professional to join our team, focusing on dealing with and resolving customer complaints and quality management at all levels of the company.

The ideal candidate will have a strong customer service background with supervisory or team lead experience, as well as proven experience of successfully handling complaints.

Key Responsibilities:

• Ensure high-priority customer disputes are resolved promptly and effectively while maintaining high-levels of customer satisfaction.
• Efficiently manage high-risk and complex complaints and the non-conformance process of the company.
• Lead complaint investigations, gather evidence, conduct reviews, and draft formal letters, in conjunction with team leads and sub-contractors.
• Escalate complaints to relevant channels and team players.
• Work closely with management teams and HR to ensure complaints are resolved at all levels of the company.
• Manage customer expectations regarding outcomes of complaint/dispute.
• Manage the resolution of non-conformances (quality), ensuring trends are identified, issues corrected and preventative measures implemented, in conjunction with Team Leads.
• Act in a timely and reassuring manner for both customer and team players involved in cases.
• Ensure compliance with all consumer protection legislation, including Consumer Rights Act 2015 and GDPR.
• Constantly monitor processes to further avoid future complaints/disputes/non-conformances.
• Establish trust and reassurance with stakeholders and ensure high-quality customer care at every level.

About you:

Please note that although experience within the below areas is desirable, we are willing to oversee some for the right candidate and full training will be available for the right candidate.

Qualifications/experience:

• Excellent problem-solving and conflict resolution skills
• Exceptional customer service skills
• Demonstrable experience in handling and resolving customer complaints
• Disability awareness
• Ability to work well in a team and collaborate with colleagues
• Knowledge of relevant laws and regulations relating to customer complaints
• Proficient in using customer support software and tools
• Experience with quality management tools and systems
• Ability to analyse data and identify trends in customer complaints
• Experience with stakeholder management
• Strong understanding of GDPR, Data Protection, and compliance frameworks.
• Knowledge of codes of conduct and disciplinary procedures within a professional setting.
• Ability to travel within UK when required

Personal Qualities:

• Strong communication and interpersonal skills
• Self-motivated and able to work independently.
• Patient and adaptable when dealing with diverse needs and situations.
• Strong organisational and time-management skills
• Ability to remain calm and composed under pressure
• An understanding and empathetic attitude to customer care

Benefits:

• 22 days of holidays a year + bank holidays. Additional unpaid holiday can be requested during summer holiday at company discretion
• Pension Scheme
• Flexible working hours
• A platform to make a significant impact on students' lives
• A flexible, supportive, inclusive, and dynamic work environment
• Opportunities for professional growth and development in a socially committed and conscientious environment

Please click the APPLY button to submit your CV.

Candidates with the experience or relevant job titles: Senior Customer Service Representative, Client Services, Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Administrator, Administrator, Office Team Leader, Client Services Manager, Customer Service Manager may also be considered for this role.