Job Description
Job Title: Customer Relations Team Manager\nLocation: Newcastle (Office‑based)\nSalary: Competitive + Benefits\n\nWe’re working with a reputable organisation to recruit a Customer Relations Team Manager to lead a specialist team responsible for managing and resolving customer complaints. This is a great opportunity for someone experienced in complaints leadership, regulatory awareness, and delivering fair customer outcomes.\n\nIn this hands‑on leadership role, you will oversee the end‑to‑end complaints process, ensuring timely, fair and accurate investigation and resolution of cases. You’ll coach and develop a team of complaints handlers, manage complex or sensitive escalations, and ensure all responses meet internal quality expectations and regulatory standards.\n\nKey Responsbilities\n\n * Manage the full lifecycle of customer complaints.\n\n * Ensure response quality, regulatory compliance, and fair customer outcomes.\n\n * Handle complex or escalated complaints.\n\n * Conduct and support root‑cause analysis.\n\n * Lead, coach, and develop a high‑performing complaints team.\n\n * Track volumes, turnaround times, outcomes, and trends.\n\n * Collaborate with internal teams including Compliance, Legal, and Customer Experience.\n\n * Support audits, reporting, and risk escalation.\n\nYou will have solid experience managing complai...