Complaints Manager

Service Care Solutions Ltd; Outwood; Hybrid; GBP 39,000 - 48,000; Full time

Benefits offered by this job

Training Allowance

Dedicated Specialist Consultant

Daily Payroll Runs

Free Candidate Registrations

Referral and Loyalty Bonus Schemes

Sign-Up Bonus

Free Compliance Checks

Flexible working and generous leave

Job summary

Service Care Solutions Ltd is seeking a Complaints Manager to lead the Customer Experience & Engagement Complaints Team in Redhill. The role is permanent, full-time and hybrid, with three office days per week, and a salary of £43,750 per year.

You will oversee fair resolution of formal complaints, use data to drive service improvements, coach staff, monitor performance, and collaborate across teams to deliver empathetic customer outcomes.

Qualifications

• Expertise in complaint remedies, maladministration learning, and regulatory expectations.
• Proficiency in using CRM and case management systems to monitor cases and performance.
• Ability to influence and engage stakeholders across various teams.
• Experience analyzing customer feedback, complaint themes, and Ombudsman insights to drive service improvements.
• Excellent coaching, communication, and analytical skills with a detail-oriented approach.
• Customer-focused, balancing empathy and fairness with strong decision-making abilities.
• DBS clearance will be required for this role.

Responsibilities

• Leading the timely and fair resolution of formal complaints, ensuring compliance with statutory and regulatory timescales.
• Utilizing complaint data, trends, and customer feedback to identify opportunities for service improvement and reducing avoidable issues.
• Conducting regular case reviews to promote consistency, share best practices, and foster a culture of continuous improvement.
• Analyzing patterns behind recurrent complaints and escalations to the Ombudsman, enabling proactive root cause analysis.
• Supporting decisions regarding compensation and resources, ensuring appropriate outcomes are achieved.
• Collaborating with colleagues across the organization to gather evidence, resolve complex cases, and embed learnings.
• Coaching team members to improve investigation quality, customer communication, and overall complaint handling outcomes.
• Monitoring complaint performance, quality, and risk using CRM and case management systems, providing accurate management information.

Skills

Complaint remedies

Regulatory expectations

Stakeholder engagement

Coaching

Analytical skills

Empathy in service

Tools

CRM systems

Case management software

Job description

Join Our Team as a Complaints Manager – Make a Difference in Customer Experience

Are you an experienced Complaints Manager with a passion for delivering fair and empathetic customer service? We are seeking a dedicated Complaints Manager to lead our Customer Experience & Engagement Complaints Team in Redhill. This is a permanent, full-time position offering a competitive salary of £43,750 per annum, working on a hybrid basis with three days in the office each week.

Responsibilities of the Complaints Manager

• Leading the timely and fair resolution of formal complaints, ensuring compliance with statutory and regulatory timescales.
• Utilizing complaint data, trends, and customer feedback to identify opportunities for service improvement and reducing avoidable issues.
• Conducting regular case reviews to promote consistency, share best practices, and foster a culture of continuous improvement.
• Analyzing patterns behind recurrent complaints and escalations to the Ombudsman, enabling proactive root cause analysis.
• Supporting decisions regarding compensation and resources, ensuring appropriate outcomes are achieved.
• Collaborating with colleagues across the organization to gather evidence, resolve complex cases, and embed learnings.
• Coaching team members to improve investigation quality, customer communication, and overall complaint handling outcomes.
• Monitoring complaint performance, quality, and risk using CRM and case management systems, providing accurate management information.

Candidate Profile for the Complaints Manager

• Expertise in complaint remedies, maladministration learning, and regulatory expectations.
• Proficiency in using CRM and case management systems to monitor cases and performance.
• Ability to influence and engage stakeholders across various teams.
• Experience analyzing customer feedback, complaint themes, and Ombudsman insights to drive service improvements.
• Excellent coaching, communication, and analytical skills with a detail-oriented approach.
• Customer-focused, balancing empathy and fairness with strong decision-making abilities.
• DBS clearance will be required for this role.

Benefits of Working as a Complaints Manager

• £250 Training Allowance
• Dedicated Specialist Consultant
• We work with thousands of clients nationwide
• Daily Payroll Runs
• Free Candidate Registrations
• Referral and Loyalty Bonus Schemes
• Sign-Up Bonus
• Free Compliance Checks
• Flexible working and generous leave entitlement
• Extensive learning and development opportunities
• Funded health cash plan and wellbeing support
• Retail discounts and recognition schemes

This Complaints Manager role is an excellent opportunity to lead positive change within a supportive environment.