Complaints Manager

About the role

Known internally as a Customer Resolution Case Owner, you’ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).

Key responsibilities:

• Own complaints from initial contact through to resolution
• Conduct thorough investigations and root cause analysis
• Decide appropriate outcomes and redress in line with policy
• Manage your caseload effectively to reduce backlogs and aged cases
• Collaborate with internal teams and stakeholders to gather insights and challenge constructively
• Identify trends and share insights to drive continuous improvement
• Ensure compliance with regulatory requirements, policies and SLAs
• Maintain accurate records and clear audit trails
• Support team development through peer reviews or deputising where needed