Customer Complaints & Resolution Manager

Customer Complaints & Resolution Manager

Location: Hybrid – 2 days Wilmslow HQ, 3 days from home

Salary: Competitive basic – OTE £39k per year

Citation provides expert HR, employment law, and health and safety support to businesses across the UK. We help organisations stay compliant, protect their people, and create safer, more productive workplaces through consultancy, technology, and tailored solutions.

• Lead the resolution process for customer complaints, managing each case with care and professionalism—including escalating to managers or other teams when needed.
• Confidently handle a wide variety of complex issues, navigating sensitive situations with empathy and clarity to reach positive resolutions.
• Dig deep into the root causes of complaints, identifying patterns and working with teams to implement meaningful improvements.
• Stay informed with a strong understanding of compliance functions and how they impact our clients.
• Use multiple internal systems and resources to gather the information needed to resolve issues efficiently and accurately.
• Analyse complaint and survey data to uncover opportunities for continuous improvement, collaborating with the wider business to bring those ideas to life.
• Share insights and feedback with the Compliance leadership team to help reduce future complaints and enhance the overall client experience.
• Prepare and share reports on complaints and compensation, ensuring stakeholders are kept informed and aligned.
• Champion continuous improvement, always looking for ways to enhance the client journey and deliver better outcomes.
• Deliver outstanding service to a diverse client base, and support your colleagues in doing the same.

• Proven track record in complaints handling, customer success, or resolution management, with exceptional listening and empathy skills.
• Strong written and verbal communication; able to engage, influence, and present confidently at all levels of the organisation.
• Strong negotiator and presenter, juggling multiple priorities with meticulous attention to detail and a commitment to outstanding quality.
• Resilient and solutions‑driven, using an analytical mindset to uncover root causes and deliver meaningful improvements.
• Understanding of efficient processes and positive behaviours in driving customer success; ability to build trusted relationships and collaborate effectively with colleagues and stakeholders.

• 25 days of holiday plus 8 bank holidays.
• Birthday day off.
• Post‑wedding extra holiday.
• Maternity and paternity support, including vouchers and special perks.
• Private healthcare cash plan.

Hit Apply now to forward your CV.