Our client is seeking a confident, driven Complaints Manager to take ownership of their complaints function. This role is perfect for someone who thrives on resolving complex issues, improving processes, and leading a high-performing team. Experience in a CQC-regulated environment is ideal, but strong complaints expertise from any regulated sector will be considered. The successful candidate will combine operational excellence with a forward-thinking mindset — especially around how AI and new technologies can transform the complaints journey and boost service quality. This is a mainly remote role with the requirement to visit the office in Windsor 2 to 3 times per month. You should live within a one hour commute to be considered. The salary for this role is between £30,000 and £42,500 dependent on experience. Key responsibilities for this Complaint Manager role are: * Investigate each complaint independently and impartially, ensuring timely outcomes in line with company processes and KPIs. * Take full accountability for complaints, ensuring efficient progression to resolution and escalating to Senior Management where required. * Lead and support the team of Complaint Handlers by creating a positive, collaborative working environment, delegating effectively, and ensuring all cases meet required standards and timescales. * Conduct complaint audits to ensure accuracy and compliance with CQC guidance; identify and analyse root causes to reduce recurrence and improve overall service quality. * Manage a personal caseload effectively, meeting strict deadlines while handling multiple active cases simultaneously. * Ensure all complaints are accurately logged and maintained within the relevant systems in a timely manner. * Demonstrate professionalism at all times, reflected through reliability, punctuality, and consistently high-quality output. Skills required for the Complaint Manager role are: * Highly organised, with the ability to work proactively and independently. * Strong problem-solving skills with a practical, common-sense approach. * Friendly and collaborative, contributing positively to team dynamics. * Excellent written and verbal communication skills. * Strong attention to detail. * Management and coaching abilities, supporting others to achieve best practice. Want to shape the future of complaints management? Apply now and take the lead