Job Opportunity: Customer Care Manager Location: Warwick Working Days: Full time / Monday - Friday with 2 HYBRID work from home days Hours: 08:30 AM - 5:00 PM Salary: £27,000 per annum Benefits: 25 days annual leave + bank holidays Role Overview: Join our dynamic Customer Outcome Team as a Customer Care Manager. This pivotal role ensures regulatory compliance and promotes fair customer outcomes. You'll manage complaints, support service operations, and lead training initiatives. Key Responsibilities: Complaints & Customer Outcome Management Investigate and resolve complaints within KPIs. Conduct root cause analysis from Trustpilot and social media feedback. Manage complaint-related costs and maintain analysis registers. Perform peer reviews and provide feedback. Operational Support & Compliance Monitor customer interactions to ensure TCF principles. Coordinate updates across departments and insurers. Submit and review KPI reports. Training & Development Identify and deliver internal training. Coach and mentor staff. Develop and coordinate training materials. Candidate Requirements; Experience in customer service operations. Knowledge of general insurance and compliance frameworks. Skilled in training, coaching, and performance observation. Strong analytical skills and attention to detail. Excellent rapport-building with stakeholders. Reporting Line; Reports directly to the Hea...