Complaints Manager

Requisition ID: 53452

Domain: Support Services/Customer Services and Administration

Contract type: Permanent

Schedule: Full-Time


Equans is looking for a Complaints Manager to join our team in Birmingham. Your time will be split between Kings Road and College Road.

The Complaints Manager is on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary, company vehicle and benefits package.

What will you deliver?

  • To support the Customer Services Manager with client complaints and satisfactory closing out complaints to a high standard

  • Managing relationships with clients and supervisors to identify issues and putting in effective plans in place to resolve

  • Managing councillor enquiries, ombudsman enquiries, press enquiries and compensation claims

  • Ensuring accurate notes are recorded on Maintain
  • Liaising with external providers, e.g. Subcontractors/suppliers
  • Assisting and co-operating with the client and customer service team in the investigation of complaints, effectively dealing and responding to queries and complaints from tenants, staff and residents relating to services and service delivery

  • Providing performance reports for Customer Service Manager and Clients monthly
  • Attending meetings with clients and customers

What can we offer you?

On offer is a competitive salary, company car and benefits package, which includes;

  • 25 days annual leave (+ public holidays)
  • Life Cover equivalent to X2 times annual salary
  • Employee discount shopping schemes on major brands and retailers
  • Gym membership discounts 
  • Cycle to work scheme 
  • Holiday purchase scheme
  • 2 corporate social responsibility days per year
  • Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
  • Attractive Employee Referral Rewards Scheme
  • Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
  • 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

  • Essential experience handling complaints at a high level
  • Experience with MS office software

  • Desirable to have experience handling compensation claims

  • Desirable to have experience working in the housing industry

  • Customer care/ service environment experience

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.  

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

Code: CUSENG

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. 

You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.

 

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to Equans Managers.

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EQUANS is a multi-technical expert that offers a comprehensive range of services across facilities management, energy management and construction.

As an international market leader, we help our customers in the 3 major transitions of today: the energy transition, the industrial transition and the digital transition.

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