Complaints Manager

Equals One; Liverpool; On-site; GBP 36,000 - 44,000; Full time

Job summary

Equals One is seeking an experienced Complaints Manager to lead the resolution of customer complaints on-site at Liverpool/Speke. The role involves owning escalations, driving process improvements and delivering clear insights to leadership.

You will work hands-on in a fast-paced, growing business with a national supplier network. The ideal candidate has strong investigation and communication skills, with a track record of resolving complex issues and improving customer experience.

Qualifications

• Experience in managing customer complaints and escalations.
• Strong investigation and problem-solving skills.
• Organised and able to work across teams to implement improvements.

Responsibilities

• Take ownership of complaints and escalations from acknowledgement through to resolution.
• Investigate issues and collaborate with internal teams and suppliers to establish facts.
• Handle complex or sensitive customer situations and agree fair resolutions.
• Develop and improve the complaints process for a clear, consistent approach.
• Identify trends and root causes and translate them into service improvements.
• Provide clear complaints reporting and insights to leadership highlighting risks and actions.
• Drive ownership and improved service standards across the business.
• Use learning from complaints to prevent repeats and enhance customer experience.

Skills

Investigations

Problem-solving

Communication

Customer service

Job description

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.