Complaints Manager Overview Hays is proud to partner with one of the world’s leading premium manufacturers of cars and motorcycles, renowned for innovation, sustainability, and a commitment to shaping the future of mobility. Our client values every individual’s passion, uniqueness, and contribution to their continued success. About the Role: We are seeking a dynamic Complaints Manager to join our client on a long-term temporary assignment. In this pivotal role, you will act as the central point of contact for complex customer complaints across all business areas, including senior stakeholders. Your mission is to transform challenging customer experiences into opportunities for brand loyalty and advocacy. You will lead investigations into high-value and escalated complaints, applying sound judgment and empathy to resolve issues effectively. As the final escalation authority for goodwill decisions, you’ll ensure resolutions align with brand standards and customer expectations. Key Responsibilities: · Serve as the primary escalation contact for complex and high-impact complaints.· Conduct thorough investigations and deliver timely, customer-centric resolutions.· Retain customer loyalty through proactive engagement and empathetic problem-solving.· Authorize goodwill gestures for high-value repairs and service issues.· Collaborate cross-functionally to identify root causes and drive continuous improvement.· Influence customer experience strategy through insights and data analysis. What You’ll Gain: · Work within a passionate, service-driven team committed to excellence.· Develop advanced skills in conflict resolution, stakeholder management, and regulatory compliance.· Play a strategic role in shaping customer experience and operational improvements.· Gain exposure to a global brand’s approach to innovation and customer care. What You’ll Bring: · GCSE/A-Level equivalent education.· Exceptional interpersonal and communication skills across all levels.· Strong organizational and time management capabilities.· Proactive mindset with the ability to work independently and make sound decisions.· Resilience and adaptability in high-pressure situations. Our Commitment to you: · Openness – Embrace change, act with integrity, and learn from experience.· Responsibility – Make consistent decisions and foster trust through teamwork.· Appreciation – Respect others, provide clear feedback, and celebrate success.· Transparency – Address concerns constructively and promote clarity.· Trust – Collaborate effectively to achieve shared goals.· Diversity – Champion diverse perspectives to drive innovation and competitiveness. Compensation & Benefits: · Competitive hourly rate with annual performance-related bonus.· Up to 35 days annual leave (inclusive of bank holidays).· Free on-site parking and access to a subsidised restaurant.· Hybrid working model: blend of remote and office-based work. Diversity, Equity & Inclusion Our client is committed to fostering a diverse and inclusive workplace. Their DEI strategy promotes: · Equal opportunities in recruitment and career development.· Protection against discrimination and a culture of respect.· A workforce enriched by diverse backgrounds, experiences, and perspectives.· Support across five dimensions of diversity: gender, age & experience, abilities, sexual orientation 4714321