As our Complaints Manager, you’ll be the champion of customer care, managing and resolving escalated complaints with empathy, professionalism, and efficiency. You will build, and implement robust complaints-handling processes, and work cross-functionally to prevent recurring issues. Your ultimate goal? To transform challenges into opportunities that strengthen trust and brand loyalty.
Key Responsibilities
* Complaint Handling & Resolution
* Lead the management of all escalated customer complaints across multiple channels (email, phone, social media, live chat, and retail).
* Investigate complaints thoroughly, ensuring fair outcomes in line with company policies and consumer rights.
* Communicate resolutions clearly, empathetically, and in line with the P. Louise brand voice.
* Process & Compliance
* Develop and maintain a structured complaints procedure that is compliant with consumer regulations and industry best practice.
* Monitor trends in complaints data, producing regular reports with insights and recommendations for improvements.
* Ensure timely responses within agreed SLAs while maintaining the highest level of customer satisfaction.
* Collaboration & Continuous Improvement
* Partner with Product, Marketing, Operations, and Logistics teams to address root causes of complaints.
* Feed insights back into the business to drive continuous improvement in products, packaging, delivery, and service.
* Represent the “voice of the customer”, ensuring customer experience remains central to decision-making.
Skills & Experience
* Proven experience in complaints management, customer experience, or a related customer-facing leadership role.
* Strong knowledge of consumer rights and regulatory standards.
* Excellent communication skills with the ability to diffuse challenging situations calmly and professionally.
* Data-driven mindset – confident in analysing complaints trends and presenting findings.
* A passion for beauty, creativity, and delivering outstanding customer experiences.