Team leadership role within a regulated business.
Client Details
We're working with a regulated organisation in the Greater Manchester/Lancashire area who are looking to appoint an experienced Complaints Manager to lead their complaints function and drive real improvement across customer outcomes.
This is a hands-on leadership role, managing a team within a contact centre environment, with full ownership of escalated and Ombudsman-level complaints.
Description
You'll be responsible for bringing structure, consistency and insight to the complaints process, ensuring fair outcomes for customers while reducing risk and unnecessary compensation.
Key responsibilities include:
Leading and developing a complaints team within a contact centre setting
Managing escalated and complex complaints, including Ombudsman cases
Owning complaint investigations end-to-end, ensuring regulatory compliance
Reducing compensation and repeat complaints through root cause analysis
Building effective feedback loops into the wider business to drive service improvement
Using MI and complaint data to identify trends, risks and opportunities
Creating clear processes, controls and governance around complaint handling
Profile
What we're looking for
Proven experience managing complaints in a regulated environment (essential)
Previous people management experience within a contact centre setting
Strong knowledge of escalated and Ombudsman complaints
A structured, analytical approach with the confidence to challenge existing ways of working
Experience reducing compensation spend and improving complaint quality
Someone who can balance customer fairness with commercial and regulatory requirements
Job Offer
Why apply?
A genuinely influential role with visibility across the business
Opportunity to shape how complaints are handled and learned from
Hybrid working - 3 days office and a supportive leadership team
Competitive salary of £42,000This role will suit someone who enjoys taking ownership, improving standards, and using complaints as a lever for better customer experience - not just firefighting