We are looking for a Complaints Manager to join the BFI. You will be responsible for overseeing and resolving any issues or complaints from customers and other stakeholders about our products or services ensuring these are handled efficiently, fairly, professionally and on a timely basis. The BFI has a public and industry remit and therefore has responsibilities to a wide range of audiences, partners and stakeholders including Government and industry. The complaints process covers all such BFI activities including complaints from both customers and applicants for funding, so all reference to customers and applicants here includes the full range of those who interact with the BFI. We recognise that we won't always get it right first time and therefore view complaints as invaluable learning opportunities. We are committed to understanding and addressing customer and applicant concerns, using feedback to drive continuous improvement and foster a culture of openness. By embracing this mindset, we aim to enhance our services and create a more positive experience for our customers and applicants. Promoting this appropriately to colleagues across the BFI is a key aspect of the role. Key responsibilities include:

• Developing strategies to address customer issues, ensuring customer satisfaction, and ensuring our processes and systems for management of customer complaints and issues are appropriate, reflecting best practice and kept under review on the principle of continuous improvement.
• Provide advice, guidance and support to staff, enabling them to take necessary actions and where necessary directly intervene to resolve complaints and complex issues, as well as supporting staff in their understanding of complaints as a learning opportunity.
• Proactively de-escalate and avoid challenges arising from complaints and complex issues by promoting knowledge, skills, and confidence among colleagues.
• Continuously seek ways to improve the complaints handling process and customer satisfaction and develop and implement policies and procedures to improve the complaints handling process.
• Manage complex cases that require a higher level of attention and expertise., Please note we're not responsible for the content of job ads, as they're posted by the recruiter. We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads.
  
  Proven experience in a complaint handling or customer service role, with a focus on complex case management.
• Experience reviewing complaints processes and seeking areas of improvement within a best practice framework.
• Understanding of relevant regulations and industry standards related to complaints handling.
• Strong influencing and negotiating skills, problem-solving skills, excellent communication abilities, and a high level of empathy.
• Ability to develop learning and development opportunities focused on customer service and complaint resolution.
  
  We are a cultural charity, a National Lottery distributor, and the UK's lead organisation for film and the moving image. We believe society needs stories. Film, television and the moving image bring them to life, helping us connect and understand each other better. We share the stories of yesterday, search for the stories of today, and shape the stories of tomorrow.
At the BFI you'll enjoy benefits such as excellent support for working parents, 25 days annual leave (plus bank holidays and additional paid time off at Christmas), tickets to BFI festivals and events plus many others. We support diversity and inclusion, and as an organisation recognise that we need to address under representation within our teams. As such we strongly welcome and encourage applicants from our under-represented groups, who identify as D/deaf and disabled and/or are Black and Global Majority. We guarantee a first interview to our under-represented groups who meet our minimum requirements.