Complaints Resolutions Manager

Tate; England; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

A leading quality assurance organization is seeking a Complaints Resolution Manager in Basingstoke, England. This hybrid role involves managing consumer disputes, ensuring timely resolutions, and enhancing outcomes through improved systems. Join a mission-driven team focused on consumer protection and quality standards.

Benefits

Bonus scheme based on performance

Company-funded pension (non-contributory)

Nine-day fortnight for improved work-life balance

Life assurance and access to a 24/7 employee assistance programme

Cycle to work and electric vehicle schemes

Health & dental cashback plan and a rewards platform

Qualifications

• Proven experience in dispute resolution or complaint handling.
• Ability to manage a high-volume caseload with professionalism.

Responsibilities

• Manage a wide range of consumer disputes from initial triage through to resolution.
• Oversee the team inbox, ensuring cases are prioritised and handled efficiently.

Skills

Communication

Problem Solving

Interpersonal Skills

Emotional Intelligence

Tools

Microsoft Office 365

Job description

Complaints Resolutions Manager (J5044) Basingstoke, England

Salary: GBP28000 - GBP38000 per annum

Complaints Resolution Manager
Hybrid (UK-based)

Full-time

I am working in partnership with a national quality assurance organisation to recruit a Complaints Resolution Manageron their behalf. This organisation plays a vital role in supporting high standards across the home improvement sector and is committed to fairness, consumer protection, and continual improvement.

This is a fantastic opportunity to join a trusted, mission-led team that’s making a real difference to consumers and businesses across the UK.

As Complaints Resolution Manager, you will lead on managing consumer disputes involving registered businesses. Your role will involve overseeing case management processes, ensuring timely and fair resolution of issues, and identifying opportunities to enhance outcomes through improved systems and insights.

What You’ll Be Doing:

Manage a wide range of consumer disputes from initial triage through to resolution

Oversee the team inbox, ensuring cases are prioritised and handled efficiently

Communicate clearly and empathetically with consumers and businesses

Liaise with internal teams, external partners, and dispute resolution services

Escalate high-risk or complex disputes to senior management when needed

Monitor complaint trends and provide feedback for process improvement

Work closely with compliance teams where disputes highlight breaches

Support performance tracking, GDPR compliance, and policy updates

What You’ll Bring:

Proven experience in dispute resolution or complaint handling

Ability to manage a high-volume caseload with professionalism and care

Excellent written and verbal communication skills

A calm, constructive approach to problem-solving

Strong interpersonal skills and emotional intelligence

Good understanding of regulatory frameworks and consumer rights

Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams, etc.)

What’s in it for You?

Bonus scheme based on performance

Company-funded pension (non-contributory)

Nine-day fortnight for improved work-life balance

Life assurance and access to a 24/7 employee assistance programme

Cycle to work and electric vehicle schemes

Health & dental cashback plan and a rewards platform

This is a key role in a values-driven organisation that genuinely puts quality and consumer care at the heart of what they do. If you're passionate about resolving disputes fairly and efficiently — and want to play a role in raising industry standards — I’d love to hear from you.

Name:

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CV / Resume:

Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.