Customer Resolutions & Quality Lead

Onecom; Whiteley; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Holidays 25 days

Bank holidays

Birthday day off

Volunteer day

Pension 9% contribution

Life assurance 4x salary

Employee awards

Tech discounts

Mental health support

Calm App

Gym membership discount

Eye-care vouchers

Financial wellbeing support

Free breakfast & fresh fruit

Job summary

Onecom, the UK's leading business technology provider, is seeking a Customer Resolutions Team Manager to lead our Complaints and Quality Control functions. You will own complaints handling, ensure high standards and translate customer feedback into tangible improvements across the business.

You'll coach and develop a multi-disciplined team, build strong stakeholder relationships and drive continuous improvement while balancing customer outcomes with commercial considerations.

Qualifications

• Experience leading multi-disciplinary teams in a complaints/customer ops environment.
• Strong stakeholder management skills with ability to influence at all levels.
• Analytical mindset to identify trends and root causes from customer feedback.
• Ability to balance customer experience, risk and business needs.
• Proven track record of improving processes and ways of working.
• Confident decision-maker with ownership and accountability.
• Strong coaching skills and developing others.

Responsibilities

• Lead and inspire our Complaints and Quality Control teams, creating a high-performing culture built around ownership, development and exceptional customer outcomes.
• Take ownership of our complaints management approach, ensuring cases are handled effectively while balancing customer needs, compliance requirements and commercial considerations.
• Turn insight into action, identifying trends and root causes and influencing changes that reduce both the volume and severity of complaints.
• Continually evolve our procedures, processes and systems to improve efficiency, strengthen controls and enhance reporting.
• Champion the lessons learned from complaints across the business, ensuring customer feedback drives meaningful improvement.
• Build strong relationships with key stakeholders, using your influence to facilitate effective and timely complaint resolution.
• Provide expert guidance, coaching and support to teams across the business on effective complaints handling.
• Use data and analysis to identify opportunities, make recommendations and provide clear, meaningful reporting to stakeholders.
• Lead improvements within Quality Control, ensuring company and industry standards are consistently maintained.
• Take ownership of appropriate goodwill decisions, balancing exceptional customer outcomes with commercial judgement.

Skills

Team leadership

Complaints handling

Stakeholder management

Commercial judgement

Analytical mindset

Process improvement

Decision making

Coaching

Calm under pressure

Job description

Onecom, the UK's leading business technology provider, is seeking a Customer Resolutions Team Manager to lead our Complaints and Quality Control functions. You will own complaints handling, ensure high standards and translate customer feedback into tangible improvements across the business.

You'll coach and develop a multi-disciplined team, build strong stakeholder relationships and drive continuous improvement while balancing customer outcomes with commercial considerations.