Customer Complaints Program Lead | End-to-End Ownership

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

Benefits offered by this job

Wellness fund/Private MedicalInsurance

Pension

Life Assurance x3

Volunteer day

Employee Assistance Programme

Team offsite events

Eye care voucher

Free tea, coffee and fruit at Basingst

Job summary

Once For All UK seeks a Customer Complaints Manager to own the process end-to-end for all customer issues. You will manage Salesforce ticketing, customer communications, and resolutions, coordinating with Finance, Success, Product and other teams to drive timely outcomes and prevent recurrence.

You will build SLAs, escalation guides, and dashboards, turning patterns into actionable improvements for product, renewal, or process changes that enhance customer satisfaction.

Qualifications

• Proven experience owning end-to-end complaint or issue-resolution processes across multiple teams or channels.
• Strong ability to influence stakeholders without formal authority.
• Excellent data analysis to identify trends and root causes.
• Experience creating and maintaining dashboards and reporting for stakeholders.

Responsibilities

• Own the complaint management process end-to-end across UK operations.
• Manage Salesforce ticketing and all customer communications for every complaint.
• Define SLAs and escalation guides; hold teams to account for timely resolutions.
• Analyse complaints to identify trends and drive prevention and product improvements.

Skills

Complaint ownership

Cross-functional influence

Data analysis

Dashboards

Customer communications

Tools

Salesforce

Dashboarding

Job description

Once For All UK seeks a Customer Complaints Manager to own the process end-to-end for all customer issues. You will manage Salesforce ticketing, customer communications, and resolutions, coordinating with Finance, Success, Product and other teams to drive timely outcomes and prevent recurrence.

You will build SLAs, escalation guides, and dashboards, turning patterns into actionable improvements for product, renewal, or process changes that enhance customer satisfaction.