1. contact centre environment
2. Experienced Complaints Manager
About Our Client
We're working with a regulated organisation in the Greater Manchester/Lancashire area who are looking to appoint an experienced Complaints Manager to lead their complaints function and drive real improvement across customer outcomes.This is a hands-on leadership role, managing a team within a contact centre environment, with full ownership of escalated and Ombudsman-level complaints.
Job Description
You'll be responsible for bringing structure, consistency and insight to the complaints process, ensuring fair outcomes for customers while reducing risk and unnecessary compensation.Key responsibilities include:
3. Leading and developing a complaints team within a contact centre setting
4. Managing escalated and complex complaints, including Ombudsman cases
5. Owning complaint investigations end-to-end, ensuring regulatory compliance
6. Reducing compensation and repeat complaints through root cause analysis
7. Building effective feedback loops into the wider business to drive service improvement
8. Using MI and complaint data to identify trends, risks and opportunities
9. Creating clear processes, controls and governance around complaint handling
The Successful Applicant
What we're looking for
10. Proven experience managing complaints in a regulated environment (essential)
11. Previous people management experience within a contact centre setting
12. Strong knowledge of escalated and Ombudsman complaints
13. A structured, analytical approach with the confidence to challenge existing ways of working
14. Experience reducing compensation spend and improving complaint quality
15. Someone who can balance customer fairness with commercial and regulatory requirements
What's on Offer
Why apply?
16. A genuinely influential role with visibility across the business
17. Opportunity to shape how complaints are handled and learned from
18. Hybrid working - 3 days office and a supportive leadership team
19. Competitive salary of £42,000
This role will suit someone who enjoys taking ownership, improving standards, and using complaints as a lever for better customer experience - not just firefighting.