Head of Customer Complaints & Quality

Onecom Ltd.; Whiteley; Remote; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Holidays 25 days

Bank holidays

Buy/sell options

Birthday day off

Volunteer day

Pension 9% contribution

Life assurance 4x salary

All-expenses-paid company events

In-House Training Academy

Mental health support

Job summary

Onecom Ltd. is seeking a Customer Resolutions Team Manager to lead our Complaints and Quality Control functions, shaping how we handle complaints and translate customer feedback into action. You’ll coach a multi-disciplined team, influence senior stakeholders and improve processes to deliver outstanding customer outcomes.

You’ll combine customer advocacy with commercial judgement, leading through challenge and driving continuous improvement across the business.

Qualifications

• Experience leading and developing high-performing, multi-disciplined teams.
• Experience within complaints and customer operations in a customer-focused environment.
• Excellent stakeholder management skills, with the confidence to challenge and influence at all levels.
• Strong commercial judgement and the ability to balance customer experience, risk and business needs.
• An analytical mindset, with the ability to identify trends, understand root causes and translate insight into action.
• Experience improving processes, procedures and ways of working.
• Confident decision-making and a willingness to take ownership.
• Strong coaching skills and a genuine interest in 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

People leadership

Stakeholder management

Customer operations

Commercial judgement

Analytical mindset

Coaching

Decision making

Process improvement

Change management

Resilience under pressure

Job description

Onecom Ltd. is seeking a Customer Resolutions Team Manager to lead our Complaints and Quality Control functions, shaping how we handle complaints and translate customer feedback into action. You’ll coach a multi-disciplined team, influence senior stakeholders and improve processes to deliver outstanding customer outcomes.

You’ll combine customer advocacy with commercial judgement, leading through challenge and driving continuous improvement across the business.