We’re looking for an experienced Customer service Complaints Manager to lead and develop a high‑performing Customer Resolution / Complaints team within a regulated environment. This is a key leadership role focused on creating an exceptional customer experience, driving operational excellence and embedding a culture of ownership, improvement and customer‑centric thinking.
What you’ll do:
* Lead, coach and inspire a team of complaint‑handling specialists
* Drive continuous improvement using data and root‑cause insights
* Oversee policy, compliance, resourcing, performance and risk
* Represent the complaints function at governance forums
* Act as the escalation point for complex customer cases
* Influence cross‑functional colleagues to prevent issues at source
About you:
* Strong experience in complaints management within a regulated sector
* Proven ability to lead, motivate and develop high‑performing teams
* Skilled communicator able to influence at all levels
* Passionate about customer experience and service improvement
* Analytical mindset with the ability to turn insights into actions
* Strong stakeholder and relationship‑building skills
* Continuous improvement mindset; coaching qualification desirable