PayPoint - Careers
Complaints Manager
Welwyn Garden City


Our aim within Customer Services is to deliver a first class service to our retailers, ensuring they get a great experience throughout the customer lifecycle, in line with our retailer pledge. Reporting to the Customer Services Director the Complaints Manager will be responsible for completing an end to end review of the current complaints process and then developing a new process focused on providing a positive retailer and customer experience. The role will also be responsible for developing and building a small but effective central complaints handling team that will include root cause analysis right through to facilitating changes across the business.


  • Responsible for developing the complaints strategy for the whole business
  • Interaction with all areas of the business to ensure complaints are captured and processed in accordance with the policy in a timely manner
  • Root cause analysis of complaints through to facilitating changes across the business when required
  • Data analysis including trending and key driver identification
  • Feedback to relevant business areas to improve the customer experience and support continuous improvement
  • Implement changes to improve service quality and process efficiency
  • Use Salesforce CRM to support complaints management
  • To monitor all potential claims, risks and provide mitigation strategies
  • Develop and deliver MI and presentations right through to board level
  • Provide thought leadership on complaints best practice and customer experience
  • Embed and role model the PayPoint values
  • Experience of transformation in the complaints space including planning and implementation of major changes
  • Experience of building and developing complaints handling teams and the interaction with other key areas of the business
  • Management experience of working in both regulated and non-regulated complaints environments
  • Natural ability to lead, motivate and engage team members together with other business stakeholders.
  • Strong communication skills with the ability to present to senior stakeholders within the Business
  • The initiative to develop and maintain relevant technical knowledge.
  • Ability to identify and understand customer and client needs.
  • Strong influencing skills
  • Strong analytical skills



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