On-Site Complaints & Escalations Lead

Equals One

Liverpool

On-site

GBP 36,000 - 44,000

Full time

3 days ago

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Job summary

Equals One is seeking an experienced Complaints Manager to lead the resolution of customer complaints on-site at Liverpool/Speke. The role involves owning escalations, driving process improvements and delivering clear insights to leadership.

You will work hands-on in a fast-paced, growing business with a national supplier network. The ideal candidate has strong investigation and communication skills, with a track record of resolving complex issues and improving customer experience.

Qualifications

Experience in managing customer complaints and escalations.
Strong investigation and problem-solving skills.
Organised and able to work across teams to implement improvements.

Responsibilities

Take ownership of complaints and escalations from acknowledgement through to resolution.
Investigate issues and collaborate with internal teams and suppliers to establish facts.
Handle complex or sensitive customer situations and agree fair resolutions.
Develop and improve the complaints process for a clear, consistent approach.
Identify trends and root causes and translate them into service improvements.
Provide clear complaints reporting and insights to leadership highlighting risks and actions.
Drive ownership and improved service standards across the business.
Use learning from complaints to prevent repeats and enhance customer experience.