Complaints Resolution Lead

Equals One Ltd

Coalville

On-site

GBP 36,000 - 48,000

Full time

11 days ago

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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.