Complaints Resolutions Manager

TN United Kingdom; Basingstoke; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a mission-driven organization as a Complaints Resolution Manager, where you'll lead the charge in managing consumer disputes and enhancing outcomes for businesses across the UK. This hybrid role offers a unique opportunity to work closely with a dedicated team, ensuring fair resolutions and continual improvement in the home improvement sector. With a focus on consumer protection and high standards, your expertise in dispute resolution and strong communication skills will be key in driving positive change. Embrace a rewarding career that values quality and consumer care at its core.

Benefits

Bonus scheme based on performance

Company-funded pension (non-contributory)

Nine-day fortnight for improved work-life balance

Life assurance

24/7 employee assistance programme

Cycle to work scheme

Electric vehicle schemes

Health & dental cashback plan

Rewards platform

Qualifications

• Proven experience in dispute resolution or complaint handling.
• Ability to manage a high-volume caseload with professionalism.

Responsibilities

• Manage a wide range of consumer disputes from initial triage through to resolution.
• Communicate clearly and empathetically with consumers and businesses.

Skills

Dispute Resolution

Complaint Handling

Communication Skills

Problem-Solving

Interpersonal Skills

Regulatory Frameworks Understanding

Microsoft Office 365 Proficiency

Tools

Microsoft Office 365

Job description

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Complaints Resolutions Manager, Basingstoke

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Client:

Tate

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

91be209025a2

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Complaints Resolution Manager
Hybrid (UK-based)

Full-time

I am working in partnership with a national quality assurance organisation to recruit a Complaints Resolution Manager on their behalf. This organisation plays a vital role in supporting high standards across the home improvement sector and is committed to fairness, consumer protection, and continual improvement.

This is a fantastic opportunity to join a trusted, mission-led team that's making a real difference to consumers and businesses across the UK.

As Complaints Resolution Manager, you will lead on managing consumer disputes involving registered businesses. Your role will involve overseeing case management processes, ensuring timely and fair resolution of issues, and identifying opportunities to enhance outcomes through improved systems and insights.

What You'll Be Doing:

Manage a wide range of consumer disputes from initial triage through to resolution

Oversee the team inbox, ensuring cases are prioritised and handled efficiently

Communicate clearly and empathetically with consumers and businesses

Liaise with internal teams, external partners, and dispute resolution services

Escalate high-risk or complex disputes to senior management when needed

Monitor complaint trends and provide feedback for process improvement

Work closely with compliance teams where disputes highlight breaches

Support performance tracking, GDPR compliance, and policy updates

What You'll Bring:

Proven experience in dispute resolution or complaint handling

Ability to manage a high-volume caseload with professionalism and care

Excellent written and verbal communication skills

A calm, constructive approach to problem-solving

Strong interpersonal skills and emotional intelligence

Good understanding of regulatory frameworks and consumer rights

Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams, etc.)

What's in it for You?

Bonus scheme based on performance

Company-funded pension (non-contributory)

Nine-day fortnight for improved work-life balance

Life assurance and access to a 24/7 employee assistance programme

Cycle to work and electric vehicle schemes

Health & dental cashback plan and a rewards platform

This is a key role in a values-driven organisation that genuinely puts quality and consumer care at the heart of what they do. If you're passionate about resolving disputes fairly and efficiently - and want to play a role in raising industry standards - I'd love to hear from you.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.