Senior Aftersales and Complaints Manager

As Senior Aftersales & Complaints Manager, you will lead the end-to-end aftersales and regulated complaints function. You will manage two Team Leaders (Customer Service and Complaints), oversee complex escalations, and drive cost-effective, compliant resolutions.

This is a senior, hands-on leadership role requiring strong FCA knowledge, commercial awareness, and the ability to influence both internal and external stakeholders.What You'll Be Doing

• Leading the handling of complex and high-risk customer complaints, acting as the final escalation point.
• Managing high-value and sensitive issues involving lenders, and customers.
• Driving cost reduction initiatives across Aftersales and Customer Care processes.
• Working closely with lenders and commercial stakeholders to challenge costs and agree fair, customer-focused outcomes.
• Building and maintaining strong relationships with third-party partners.
• Ensuring Aftersales activity fully complies with FCA regulations and Consumer Duty requirements.
• Identifying complaint trends and operational risks, implementing improvements to prevent repeat issues.
• Providing clear reporting, insight, and recommendations to senior stakeholders.
• Leading, motivating, and developing two Team Leaders across Customer Service and Complaints.
• Delegating effectively, supporting progression, and building a high-performing team culture.
• Championing continuous improvement across customer experience, operational efficiency, and compliance.