Customer Care Manager: Complaints & Experience Leader

Adecco (Portugal); Warwick; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Pension scheme

Professional development

Supportive environment

Impactful work

Job summary

Unknown Warwick-based financial services company is seeking a Customer Care Manager or Assistant Customer Care Manager to lead complaints handling and drive customer satisfaction.

You will oversee the end-to-end complaints process, identify trends, and work with internal teams to implement improvements. This role offers permanent opportunities with flexible full/part-time options and a supportive environment in Warwick.

Qualifications

• Experience in complaints handling and customer service.
• Strong communication and relationship-building skills.
• Analytical mindset with the ability to identify trends and recommend improvements.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Manage customer complaints from investigation through to resolution.
• Ensure complaints are handled efficiently and in line with regulatory and company standards.
• Analyse complaint data to identify recurring themes and root causes.
• Work closely with internal departments to implement improvements and reduce future complaints.
• Provide guidance, coaching, and support to team members on complaint handling best practice.
• Monitor customer feedback and present insights to senior stakeholders.
• Maintain accurate records and reporting to ensure compliance requirements are met.
• Drive initiatives that enhance customer satisfaction and service delivery.

Skills

Complaint handling

Customer service

Communication

Problem solving

Analytical thinking

Organization

Job description

Unknown Warwick-based financial services company is seeking a Customer Care Manager or Assistant Customer Care Manager to lead complaints handling and drive customer satisfaction.

You will oversee the end-to-end complaints process, identify trends, and work with internal teams to implement improvements. This role offers permanent opportunities with flexible full/part-time options and a supportive environment in Warwick.