Complaints Manager

Equals One Ltd; Coalville; On-site; GBP 36,000 - 48,000; Full time

Job summary

Equals One Ltd is seeking a Complaints Manager to own complaints and escalations, taking them through to resolution on-site in Liverpool/Speke. You will investigate issues, coordinate with internal teams and suppliers, and drive improvements to processes and customer experience.

This hands-on role focuses on identifying trends, resolving complex cases, and providing leadership with clear reporting on risks and actions.

Qualifications

• Proven experience managing customer complaints, escalations or complex service issues.
• Strong investigation and problem solving skills.

Responsibilities

• Taking ownership of complaints and escalations from acknowledgement through to resolution.
• Investigating issues and working with internal teams and suppliers to establish the facts.
• Handling complex or sensitive customer situations and agreeing fair, commercially sensible resolutions.
• Developing and improving the complaints process, ensuring a clear and consistent approach across the business.
• Identifying trends, recurring issues and root causes, turning these into practical service improvements.
• Providing clear complaints reporting and insight to the leadership team, highlighting key risks, themes and actions.
• Working across the business to drive ownership, improve service standards and ensure agreed actions are followed through.
• Using learning from complaints to help prevent repeat issues and improve the overall customer experience.

Skills

Complaint handling

Investigation

Communication

Problem solving

Process improvement

Job description

Complaints Manager

Full-time, On-site at Liverpool / Speke

Circa £40,000 DOE

Are you an experienced complaints professional who enjoys getting to the heart of an issue, finding the right resolution and using what you learn to make things better?

My client is a fast‑paced, growing small business with a national supplier network, looking for an experienced Complaints Manager to take ownership of complaints and escalations and help shape and strengthen the way they are managed across the business.

This is a hands‑on, onsite role where you will manage complex issues through to resolution, while also identifying trends, improving processes and driving greater ownership and consistency across the business.

What you'll be doing

• Taking ownership of complaints and escalations from acknowledgement through to resolution.
• Investigating issues and working with internal teams and suppliers to establish the facts.
• Handling complex or sensitive customer situations and agreeing fair, commercially sensible resolutions.
• Developing and improving the complaints process, ensuring a clear and consistent approach across the business.
• Identifying trends, recurring issues and root causes, turning these into practical service improvements.
• Providing clear complaints reporting and insight to the leadership team, highlighting key risks, themes and actions.
• Working across the business to drive ownership, improve service standards and ensure agreed actions are followed through.
• Using learning from complaints to help prevent repeat issues and improve the overall customer experience.

About you

You will have proven experience managing customer complaints, escalations or complex service issues, with strong investigation and problem‑solving skills. A confident communicator, you'll be comfortable handling challenging conversations and able to balance customer needs with commercial considerations. You'll be organised, practical and confident working across the business to find solutions and get things resolved.

Experience within roadside assistance, fleet, logistics, automotive, contact centre operations or another fast‑paced service environment would be an advantage.

This is a great opportunity to join a small, growing business where you will have real ownership and the opportunity to make a visible difference, working with a great team.