Customer Care and Resolution Manager

Role overview

To lead and develop the Customer Care and Resolution team, ensuring the effective resolution of customer cases and complaints while driving improvements in customer outcomes, protecting growth opportunities and enhancing customer experience. This role is central to building a high performing, empowered team that delivers fair, consistent and timely resolutions while influencing the wider business to prevent recurrence and strengthen customer trust.

• Team Leadership and Development
  • Lead, coach and inspire the Customer Care & Resolutions team to deliver excellent service
  • Build a culture of accountability, empowerment and continuous improvement
  • Set clear objectives, track performance and provide regular feedback to enable growth
  • Foster strong team engagement, wellbeing and professional development
• Customer Resolution and Advocacy
  • Own the end-to-end resolution of escalated and complex customer complaints, ensuring cases are handled with care, fairness and in line with regulatory requirements (FCA/Ombudsman)
  • Act as the voice of the customer, identifying trends, root causes and opportunities to improve the customer journey
  • Deliver improvement in customer outcomes as reflected in Trust Pilot, NPS and direct customer feedback
  • Balance customer advocacy with commercial considerations, protecting growth opportunities and minimising preventable losses
• Cross Functional Collaboration and Root Cause Feedback
  • Work cross functionally with Service Delivery, Sales, Operations and other functions to resolve issues and prevent recurrence
  • Establish a structured root cause analysis and feedback loop to share insights across the business and facilitate ownership of corrective actions
  • Influence and support cross functional plans that improve end-to-end customer experience
• Continuous Improvement and Policy Development
  • Drive preventative strategies to reduce repeat complaints and escalations
  • Use data and insight to challenge existing practices and drive meaningful change
  • Contribute to design and improvement of policies, processes and training to enhance customer experience and reduce complaint volumes
  • Act as an ambassador for continuous improvement, enabling the team to build capabilities that drive sustainable improvements
• Reporting, Governance and Compliance
  • Provide regular reporting on complaint volumes, resolution times, root causes and customer sentiment
  • Ensure compliance with all internal polices and external regulations
  • Escalate risks appropriately and contribute to governance forums, ensuring visibility and impact in metrics that demonstrate delivery for customers

• Proven experience managing customer service or complaints teams in a fast paced environment
• Strong leadership skills with the ability to motivate and develop others
• Excellent communication, influencing and problem solving abilities
• A data driven mindset with a focus on outcomes and continuous improvement
• Experience working in a regulated environment (desirable but not essential)

• Improved customer satisfaction (CSAT) and Net Promoter Scores (NPS)
• Reduction in complaint volume, escalations and resolution times
• Measurable reduction in financial leakage (credits, compensation) and customer losses
• High team engagement, performance and retention
• Strong cross functional collaboration and ownership of preventative actions
• Successful delivery of service improvement initiatives with clear impact on customer and business outcomes

• Strong knowledge of customer service and complaints handling
• Understanding of FCA and Ombudsman requirements
• Ability to analyse data, identify root causes and translate insight into action
• Strong communication skills – able to influence and build relationships cross functionally
• Skilled in leading teams to deliver against KPIs
• Competence in reporting, governance and performance tracking
• Knowledge of service delivery and operations in a field based environment
• Familiarity with case management or CRM systems such as Dynamics, Salesforce, or Zendesk
• Ability to design and embed process improvements across functions
• Understanding of financial /commercial levels (credits/compensation/retention impact)