Complaints Manager (Remote)

Sodha and Company Ltd; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading customer service firm is seeking a Complaints Manager to address and resolve customer complaints with professionalism and efficiency. The role involves liaising with various teams to improve customer satisfaction and reduce complaints. Ideal candidates will have proven experience in customer service and strong problem-solving skills. The position offers flexible remote working arrangements and a competitive salary.

Benefits

Flexible remote working arrangements

Competitive salary

Supportive team culture

Qualifications

• Proven experience in a customer service, complaints, or resolution-based role.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.

Responsibilities

• Handle incoming customer complaints via various channels.
• Log, track, and manage complaint cases through to resolution.
• Identify trends and root causes.
• Provide training and support to store teams on complaint handling.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Conflict-resolution skills

Attention to detail

Familiarity with CRM systems

Tools

Zendesk

Salesforce

Freshdesk

Job description

Job Title: Complaints Manager

Location: Remote (UK-Based)
Employment Type: Full-Time
Department: Customer Experience / Operations
Salary: Competitive, based on experience

About Us:

Domino’s is one of the world’s leading pizza delivery brands, known for speed, quality, and customer service. We’re looking for a skilled Complaints Manager to handle and resolve customer concerns with professionalism and efficiency, ensuring our service continues to exceed expectations—even when things go wrong.

Role Overview:

As a Complaints Manager, you will be responsible for managing and resolving customer complaints from all communication channels. You’ll act as the voice of the customer, identifying patterns, providing insights, and working with cross-functional teams to reduce future complaints and improve customer satisfaction.

Key Responsibilities:

• Handle incoming customer complaints via phone, email, social media, and internal systems
• Log, track, and manage complaint cases through to resolution
• Liaise with store managers and franchisees to investigate complaints
• Respond to escalated or sensitive cases in a timely, professional manner
• Ensure all complaints are addressed in line with company policies and regulatory guidelines
• Identify trends and root causes; work with leadership to suggest process improvements
• Maintain records of complaints and generate regular reports on key metrics
• Ensure a high level of empathy, patience, and customer focus in all interactions
• Provide training and support to store teams on complaint handling standards

Key Skills & Experience:

• Proven experience in a customer service, complaints, or resolution-based role
• Excellent written and verbal communication skills
• Strong problem-solving and conflict-resolution abilities
• Ability to stay calm under pressure and handle difficult conversations professionally
• Knowledge of the Domino’s brand, standards, and store operations (preferred)
• Strong attention to detail and organization
• Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk)
• Ability to work independently and remotely, managing your own schedule effectively

What We Offer:

• Flexible remote working arrangements
• Competitive salary
• Supportive and collaborative team culture

To Apply:
Submit your CV to [e-mail] and a brief cover letter outlining your experience in handling customer complaints and why you’re a great fit for this remote role.