Customer Complaints & Communications Lead

Hemiko; Rockcliffe; On-site; GBP 29,700 - 36,300; Full time

Benefits offered by this job

Pension plan

Private health care

Cycle to work

Electric car lease

Wellbeing support

Learning & development

Company laptop

Leave allowance

Inclusive culture

Job summary

Hemiko is recruiting a Complaints and Communication Manager to join the Customer Experience function. This role will own complaints handling oversight, ensuring timely investigations and compliant, clear customer communications across the business.

The successful candidate will work with Customer Service Agents to manage complaints, identify recurring issues, and shape outward communications with a consistent tone and professional standard.

Qualifications

• Experience in customer service, complaints handling or regulatory environments.
• Strong understanding of complaint management processes and compliance.
• Experience drafting customer communications in sensitive situations.
• Exposure to reporting, data analysis, or identifying trends from feedback.

Responsibilities

• Ensure compliance with complaints policy and regulatory requirements.
• Maintain oversight of all complaints with timely acknowledgement, investigation and resolution.
• Support agents in early-stage complaints while owning escalated cases.
• Monitor response times and quality to meet internal standards and regulations.
• Produce complaints reporting and insights for regulatory submissions.
• Act as central escalation point for complaints with fair, documented outcomes.
• Analyse trends and identify root causes for continuous improvement.
• Develop templates and maintain tone of voice for customer communications.
• Lead on external communications and ensure clarity, professionalism and compliance.
• Provide coaching to Customer Service on complaint handling and communication.
• Support service delivery during high demand and cross-functional updates.

Skills

Customer service

Complaints handling

Regulatory compliance

Communication

Data analysis

Process improvement

Team collaboration

Job description

Hemiko is recruiting a Complaints and Communication Manager to join the Customer Experience function. This role will own complaints handling oversight, ensuring timely investigations and compliant, clear customer communications across the business.

The successful candidate will work with Customer Service Agents to manage complaints, identify recurring issues, and shape outward communications with a consistent tone and professional standard.