On-Site Complaints & Customer Experience Lead

Equals One Ltd; Birkenhead; On-site; GBP 36,000 - 46,000; Full time

Job summary

Equals One Ltd in Liverpool/Speke is seeking a proactive Complaints Manager to own and resolve customer complaints and escalations, and to drive improvements across the business. This hands-on, on-site role requires managing complex issues to resolution, identifying trends, and shaping robust processes to ensure consistency and accountability across teams.

Salary circa £40,000 DOE; this is a fast-paced environment within a growing small business with a national supplier network.

Qualifications

• You will have proven experience managing customer complaints, escalations or complex service issues, with strong investigation and problem-solving skills.
• A confident communicator, you'll be comfortable handling challenging conversations and able to balance customer needs with commercial considerations.
• You'll be organised, practical and confident working across the business to find solutions and get things resolved.
• Experience within roadside assistance, fleet, logistics, automotive, contact centre operations or another fast-paced service environment would be an advantage.

Responsibilities

• Taking ownership of complaints and escalations from acknowledgement through to resolution.
• Investigating issues and working with internal teams and suppliers to establish the facts.
• Handling complex or sensitive customer situations and agreeing fair, commercially sensible resolutions.
• Developing and improving the complaints process, ensuring a clear and consistent approach across the business.
• Identifying trends, recurring issues and root causes, turning these into practical service improvements.
• Providing clear complaints reporting and insight to the leadership team, highlighting key risks, themes and actions.
• Working across the business to drive ownership, improve service standards and ensure agreed actions are followed through.
• Using learning from complaints to help prevent repeat issues and improve the overall customer experience.

Job description

Equals One Ltd in Liverpool/Speke is seeking a proactive Complaints Manager to own and resolve customer complaints and escalations, and to drive improvements across the business. This hands-on, on-site role requires managing complex issues to resolution, identifying trends, and shaping robust processes to ensure consistency and accountability across teams.

Salary circa £40,000 DOE; this is a fast-paced environment within a growing small business with a national supplier network.