Complaints Resolution Manager
Hybrid (UK-based)
Full-time
Competitive salary
I am working in partnership with a national quality assurance organisation to recruit a Complaints Resolution Manager on their behalf. This organisation plays a vital role in supporting high standards across the home improvement sector and is committed to fairness, consumer protection, and continual improvement.
This is a fantastic opportunity to join a trusted, mission-led team that's making a real difference to consumers and businesses across the UK.
As Complaints Resolution Manager, you will lead on managing consumer disputes involving registered businesses. Your role will involve overseeing case management processes, ensuring timely and fair resolution of issues, and identifying opportunities to enhance outcomes through improved systems and insights.
What You'll Be Doing:
Manage a wide range of consumer disputes from initial triage through to resolution
Oversee the team inbox, ensuring cases are prioritised and handled efficiently
Communicate clearly and empathetically with consumers and businesses
Liaise with internal teams, external partners, and dispute resolution services
Escalate high-risk or complex disputes to senior management when needed
Monitor complaint trends and provide feedback for process improvement
Work closely with compliance teams where disputes highlight breaches
Support performance tracking, GDPR co...