Job Title: Customer Relations Team Manager
Location: Newcastle (Office‑based)
Salary: Competitive + Benefits
We’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.
In 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.
Key Responsbilities
* Manage the full lifecycle of customer complaints.
* Ensure response quality, regulatory compliance, and fair customer outcomes.
* Handle complex or escalated complaints.
* Conduct and support root‑cause analysis.
* Lead, coach, and develop a high‑performing complaints team.
* Track volumes, turnaround times, outcomes, and trends.
* Collaborate with internal teams including Compliance, Legal, and Customer Experience.
* Support audits, reporting, and risk escalation.
You will have solid experience managing complaints teams and a strong understanding of complaint handling frameworks, decision‑making, and regulatory expectations.
What we're looking for
Essential experience includes:
* Managing complaints or customer resolution teams.
* Leading and coaching in regulated or high‑volume environments.
* Strong judgement and decision‑making capability.
* Attention to detail and customer‑focused mindset
Desirable experience includes exposure to dispute resolution or ombudsman processes and complaints management systems.
Next Steps
If you're committed to delivering fair, high‑quality customer outcomes and thrive in a fast‑paced environment, this could be the ideal role