Complaints Manager

Complaints manager

Location :
Edinburgh

We’re looking for a Complaints Account Manager to take ownership of complaints and deliver fast, fair resolutions. You’ll be the voice of the customer, investigating issues, recommending solutions, and driving improvements to prevent future problems.

• Handle complaints via phone and written channels with empathy and professionalism.
• Investigate service failures, agree redress, and ensure compliance with policy.
• Collaborate across teams to resolve cases quickly and reduce backlog.
• Share insights to improve processes and prevent repeat issues.
• Keep accurate records and manage cases end-to-end.

• Strong communication skills and ability to handle challenging conversations.
• Experience in complaints handling (multi-channel).
• Critical thinking, attention to detail, and IT proficiency.
• Ability to balance customer care with commercial awareness.
• Knowledge of water / utilities industry (desirable).

• Be part of a team that values dependability, knowledge, support, purpose, and progress.
• Opportunities to develop and become a subject matter expert.
• Make a positive impact on customer experience and company performance.
• 31 days annual leave plus additional 6 bank holiday days
• Generous pension contribution
• Selection of discounts including gym memberships
• Employee reward recognition schemes