Customer Complaints Lead & Process Owner

Once For All; Basingstoke; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Wellness fund

Pension

Life Assurance x3

25 days holiday

CPD

Holiday purchase scheme

Volunteer day

Employee Assistance Programme

Team offsites

Specsavers eye care voucher

Free Tea, Coffee and fruit

Job summary

Once For All is seeking a Customer Complaints Manager to own the end-to-end process for complaints across all channels, ensuring timely Salesforce ticketing and proactive customer communication. You will define SLAs, escalation guides and drive cross-team accountability to resolution.

You will analyse complaint trends, identify prevention opportunities, and advocate for product or process changes that improve customer outcomes and reduce future issues.

Qualifications

• Proven experience owning end-to-end complaint or issue-resolution processes across multiple teams or channels.
• Strong quantitative and qualitative data analysis skills for identifying trends and root causes.
• Experience creating and maintaining dashboards and reporting for stakeholders across a business.
• Excellent stakeholder management with track record of driving cross-functional improvements.
• Clear communicator who translates complex situations into calm customer communication.

Responsibilities

• End-to-end complaint ownership across the organisation and channels.
• Own the complaint management process from intake to resolution.
• Own Salesforce ticketing and all customer communication for every complaint.
• Set and maintain SLAs for communication cadence and resolution timelines.
• Build escalation guides and ensure cross-team adherence to them.
• Drive trend analysis and prevention to reduce future complaints.
• Recommend product or process changes based on insights.
• Own the tooling configuration for complaint management (Salesforce today).
• Ensure tooling evolves with process needs and volumes grow.

Skills

Stakeholder management

Data analysis

Dashboards / reporting

Cross-functional influence

Customer communication

Tools

Salesforce

Job description

Once For All is seeking a Customer Complaints Manager to own the end-to-end process for complaints across all channels, ensuring timely Salesforce ticketing and proactive customer communication. You will define SLAs, escalation guides and drive cross-team accountability to resolution.

You will analyse complaint trends, identify prevention opportunities, and advocate for product or process changes that improve customer outcomes and reduce future issues.