Complaints Manager

Complaints Manager

London | 50,000 + Benefits

Are you an experienced complaints leader who thrives on resolving complex customer issues, improving processes, and delivering fair customer outcomes?

We are looking for a Complaints Manager to lead a specialist team handling escalated and complex complaints, including cases referred to the Ombudsman and other external regulatory bodies.

This is a fantastic opportunity for an experienced complaints, customer relations, or contact centre professional to make a real impact on customer experience, operational performance, and regulatory compliance.

The Role as a Complaints Manager

Reporting to the Head of Customer Operations, you will lead a team responsible for investigating and resolving high-level customer complaints across multiple channels. You will ensure complaints are handled fairly, efficiently, and in line with regulatory requirements, while identifying trends and driving business improvements.

Key responsibilities of this Complaints Manager include:

• Leading, coaching, and developing a team of Complaints Handlers and Team Leaders.
• Managing complex, high-risk, and high-profile customer complaints through to resolution.
• Overseeing cases escalated to the Ombudsman and liaising with external adjudication bodies.
• Ensuring compliance with FCA, Ombudsman, and internal complaint handling procedures where applicable.
• Monitoring complaint quality, root cause analysis, and customer outcomes.
• Driving reductions in complaint volumes through continuous improvement initiatives.
• Producing management information, reports, and insights for senior leadership teams.
• Identifying recurring issues and working with operational stakeholders to implement long-term solutions.
• Managing service levels, productivity, quality, and customer satisfaction within the complaints function.
• Acting as the subject matter expert for complaints management and customer resolution.

About You as a Complaints Manager

We're looking for someone who can demonstrate:

• Previous experience managing a complaints team within a contact centre, customer service, financial services, utilities, housing, insurance, telecommunications, or regulated environment.
• Strong knowledge of complex complaints handling and Ombudsman processes.
• Experience leading investigations and resolving escalated customer issues.
• Proven people management and coaching skills.
• Strong understanding of regulatory requirements and consumer duty principles.
• Excellent problem-solving and decision-making abilities.
• Ability to analyse complaint trends and implement effective corrective actions.
• Strong stakeholder management skills with the confidence to challenge and influence at all levels.

# Complaints Manager

Disclaimer

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