Customer Services – Complaints Manager
From £44,000 Permanent hire in B&Q | Customer Service & Experience | Hybrid.
At B&Q, complaints matter – they’re a vital signal of where we can improve and how we rebuild trust with our customers. We’re looking for a Complaints Manager to lead the day‑to‑day delivery of our complaints handling across B&Q, ensuring customers receive fair, timely and thoughtful resolutions from first escalation through to executive and board‑level cases.
This role sits within our Customer Service & Experience function and works closely with Legal, Quality, Finance and operational teams. You’ll combine operational leadership with sound judgement, empathy and a strong sense of ownership – shaping how complaints are handled and how insight feeds back into the wider business.
What's the job?
* Leading the operational performance of complaints handling across all tiers
* Supporting and developing a specialist complaints team handling complex and sensitive cases
* Owning complaints policy, governance and consistency across channels and partners
* Working collaboratively with colleagues across the business to resolve issues and reduce repeat complaints
* Turning complaint insight into meaningful improvements for customers and teams
What We Need
* Experience leading complaints or customer resolution teams in a complex environment
* Confidence handling sensitive or high‑risk cases, with support from Legal and other specialists
* A people‑first leadership style that balances empathy, fairness and clear decision‑making
* Comfort working cross‑functionally and influencing without relying on hierarchy
You don’t need to meet every requirement perfectly to apply. If you bring strong customer judgement, a collaborative mindset and a desire to improve how we serve customers, we’d love to hear from you!
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award‑winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
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