Service Manager
Milton Keynes
Hybrid Available
23 months full time contract
Full time - 35 hours per week
£55,000
Join our team
If you're committed to fairness, skilled in resolving complex issues, and motivated by the chance to drive continuous improvement, we'd love to hear from you.
We're looking for a dedicated and insightful professional to lead our Service Complaint function. In this pivotal role, you'll handle second-stage complaint reviews - ensuring that anyone dissatisfied with how their initial complaint was managed receives a fair, transparent, and thorough reassessment.
Join us and help shape a trusted, consumer-focused complaints experience at ICAEW.
Role Profile
To manage the service complaint function, specifically addressing user dissatisfaction with how their original complaint was handled. This role ensures fairness, transparency, and regulatory compliance in second-stage complaint reviews, and drives learning back into the first-line complaints team to enhance consumer trust and service delivery.
Responsibilities include:
* Oversee the end-to-end handling of escalated complaints.
* Provide a fair and independent review of the handling of a complaint.
* Collaborate with the first-line complaints team to understand context, identify areas for improvement, and ensure consistency.
* Responding to requests from other regulatory bodies.
* Monitor escalation trends and identify systemic issues.
Candidate Profile
Requirements include:
* Experience in complaints management, preferably within accountancy, financial services or another regulated sector.
* Experience of conducting impartial reviews.
* Resilient and robust individual.
* Confident dealing with senior people.
* Exceptional written and verbal communication skills.
For the full role profile please click the document attached.
Why work for us?
We want you to enjoy your work and flourish in your role.
Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.
We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.
Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.
Our employee benefits include:
* A substantial suite of training and development
* Flexible working arrangements
* A generous benefits package which includes gym discounts, pension plan, season ticket travel loans and health and dental plans
We are a disability confident employer.