What you will be doing
as a Complaints Team Manager, you’ll lead a team of dedicated Complaints Case Managers, supporting them to take ownership of customer issues and drive first‑time resolution. Your leadership will directly shape the experience of our customers, ensuring every complaint is handled with empathy, professionalism, and a solutions‑focused mindset.
This is an exciting opportunity to expand your career, building on existing skills while developing new ones in a role that offers variety, impact, and genuine customer satisfaction. No two days will be the same, and you’ll be joining a team dedicated to making a real difference.
Key accountabilities
1. Leading, coaching, and motivating your team to deliver high‑quality outcomes.
2. Encouraging innovative thinking to resolve customer issues.
3. Ensuring customers remain at the heart of every complaint.
4. Managing performance, productivity targets, and quality standards.
5. Reviewing complaint trends, identifying root causes, and working with colleagues to find solutions.
6. Collaborating across teams to deliver brilliant customer experiences.
7. Overseeing caseload distribution and ensuring resources are used effectively.
8. Supporting absence management and championing wellbeing within your team.
What you should bring to the role
To thrive in this role the essential criteria you will need:
9. Proven experience managing teams and handling customer enquiries.
10. Experience within a contact centre or office based environment.
11. Skilled in coaching, 121s, and performance management.
12. Strong written and verbal communication.
13. Understanding of systems and processes.
14. Commitment to seeing every complaint through to completion.
15. Ability to continually improve service levels.
16. Experience supporting return‑to‑work processes and managing triggers.
Base Location: Swindon - Walnut Court - SN2 8BN
Hours 36 hours per week
What’s in it for you?
17. A competitive starting salary of £38,180.00 per annum
18. 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays)
19. Performance-related pay plan directly linked to company performance measures and targets.
20. Generous Pension Scheme through AON.
21. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.