Save Job Back to Search Job Description Summary Similar Jobscontact centre environmentExperienced Complaints ManagerAbout Our ClientWe're working with a regulated organisation in the Greater Manchester/Lancashire area who are looking to appoint an experienced Complaints Manager to lead their complaints function and drive real improvement across customer outcomes.This is a hands-on leadership role, managing a team within a contact centre environment, with full ownership of escalated and Ombudsman-level complaints.Job DescriptionYou'll be responsible for bringing structure, consistency and insight to the complaints process, ensuring fair outcomes for customers while reducing risk and unnecessary compensation.Key responsibilities include:Leading and developing a complaints team within a contact centre settingManaging escalated and complex complaints, including Ombudsman casesOwning complaint investigations end-to-end, ensuring regulatory complianceReducing compensation and repeat complaints through root cause analysisBuilding effective feedback loops into the wider business to drive service improvementUsing MI and complaint data to identify trends, risks and opportunitiesCreating clear processes, controls and governance around complaint handlingThe Successful ApplicantWhat we're looking forProven experience managing complaints in a regulated environment (essential)Previous people management experience within a contact centre settingStrong knowledge of escalated and Ombudsman complaintsA structured, analytical approach with the confidence to challenge existing ways of workingExperience reducing compensation spend and improving complaint qualitySomeone who can balance customer fairness with commercial and regulatory requirementsWhat's on OfferWhy apply?A genuinely influential role with visibility across the businessOpportunity to shape how complaints are handled and learned fromHybrid working - 3 days office and a supportive leadership teamCompetitive salary of £42,000This role will suit someone who enjoys taking ownership, improving standards, and using complaints as a lever for better customer experience - not just firefighting.ContactKaty BevanQuote job refJN-022026-6942737Phone number+44 161 828 6221Job summaryJob functionBusiness SupportSubsectorContact CentreSectorBusiness ServicesLocationManchesterContract typePermanentConsultant nameKaty BevanConsultant phone+44 161 828 6221Job referenceJN-022026-6942737
