Complaints Manager

As Complaints & Aftersales Manager, you'll take ownership of the most complex, sensitive and high-risk customer cases, acting as the final escalation point while driving improvements across the wider Aftersales and Customer Care operation.

You'll work closely with dealerships, lenders and internal commercial stakeholders, balancing fair customer outcomes with cost control and regulatory compliance.

This is not a volume-driven complaints role - it's about judgement, leadership, influence and continuous improvement.What You'll Be Doing

• Leading the handling of complex, high-risk and escalated customer complaints as the final decision-maker
• Managing high-value and sensitive cases involving customers, dealerships and lenders
• Driving cost-reduction initiatives across Aftersales and Customer Care without compromising customer outcomes
• Working closely with lenders and commercial stakeholders to challenge costs and agree fair, sustainable resolutions
• Building and maintaining strong relationships with dealerships and third-party partners
• Ensuring full compliance with FCA regulations and Consumer Duty requirements
• Identifying complaint trends, root causes and operational risks, implementing preventative improvements
• Producing clear reporting, insight and recommendations for senior stakeholders
• Leading, motivating and developing the Aftersales team, delegating effectively and supporting progression
• Championing continuous improvement across customer experience, operational efficiency and compliance