Complaints Manager

Complaints Manager

Location: Manchester

Salary: £36,000 - £37,000

Work style: Hybrid working

Are you an experienced leader with a passion for exceptional customer service and a commitment to doing the right thing for customers? We’re looking for a Complaints Manager to lead our frontline teams, drive performance, and ensure we continue to deliver fair, timely, and high‑quality customer outcomes.

In this pivotal role, you will oversee the day‑to‑day operation of our contact centre, ensuring customers receive excellent service across all communication channels. You will be the escalation point for complex or high‑risk cases, ensuring that all customer interactions meet FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) requirements.

• Leading and motivating the Contact Centre Team Leaders and Advisors to deliver outstanding customer service.
• Overseeing first‑line handling of customer complaints and ensuring prompt, fair, and compliant resolutions.
• Acting as the escalation point for complex, sensitive, or high‑risk customer cases.
• Ensuring full adherence to FCA guidelines, Consumer Duty, and TCF principles in everyday operations.
• Monitoring service levels, quality metrics, and customer satisfaction to drive continuous performance improvements.
• Identifying complaint trends and root causes, working with cross‑functional teams to reduce recurring issues.
• Supporting initiatives that help reduce complaint volumes through proactive service enhancements.
• Coaching and developing team members to strengthen capability and confidence in customer service and complaint handling.
• Collaborating with Operations, Risk, and Commercial teams to enhance end‑to‑end customer journeys.
• Producing regular performance insights and reporting for senior stakeholders.

• Proven leadership experience within a customer contact centre or complaints environment.
• Strong understanding of FCA regulations, Consumer Duty, and TCF frameworks.
• Exceptional communication skills and the ability to manage sensitive and complex customer issues.
• A passion for coaching, developing teams, and driving operational excellence.
• A data‑driven mindset with the ability to identify trends and influence change.

• Opportunity to shape and improve the customer experience.
• A supportive, people‑focused culture.
• Great benefits package and opportunities for career development.
• Chance to make a real impact in a fast‑paced, customer‑centric organisation.