Job Title: Complaints Manager Location: Remote (UK-Based) Employment Type: Full-Time Department: Customer Experience / Operations Salary: Competitive, based on experience About Us: Domino's is one of the world's leading pizza delivery brands, known for speed, quality, and customer service. We're looking for a skilled Complaints Manager to handle and resolve customer concerns with professionalism and efficiency, ensuring our service continues to exceed expectations-even when things go wrong. Role Overview: As a Complaints Manager, you will be responsible for managing and resolving customer complaints from all communication channels. You'll act as the voice of the customer, identifying patterns, providing insights, and working with cross-functional teams to reduce future complaints and improve customer satisfaction. Key Responsibilities: Handle incoming customer complaints via phone, email, social media, and internal systems Log, track, and manage complaint cases through to resolution Liaise with store managers and franchisees to investigate complaints Respond to escalated or sensitive cases in a timely, professional manner Ensure all complaints are addressed in line with company policies and regulatory guidelines Identify trends and root causes; work with leadership to suggest process improvements Maintain records of complaints and generate regular reports on key metrics Ensure a high level of empathy, patience, and customer focus in all interactions Provide training and support to store teams on complaint handling standards Key Skills & Experience: Proven experience in a customer service, complaints, or resolution-based role Excellent written and verbal communication skills Strong problem-solving and conflict-resolution abilities Ability to stay calm under pressure and handle difficult conversations professionally Knowledge of the Domino's brand, standards, and store operations (preferred) Strong attention to detail and organization Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) Ability to work independently and remotely, managing your own schedule effectively What We Offer: Flexible remote working arrangements Competitive salary Supportive and collaborative team culture To Apply: Submit your CV to [email protected] and a brief cover letter outlining your experience in handling customer complaints and why you're a great fit for this remote role.