Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the resolution of customer complaints with empathy and professionalism.
- Company: Join a forward-thinking HR support company that values its people.
- Benefits: Enjoy 25 days holiday, birthday off, and private healthcare.
- Why this job: Make a real impact by enhancing client experiences and driving improvements.
- Qualifications: Experience in complaints handling and strong communication skills required.
- Other info: Hybrid work model with opportunities for personal and professional growth.
The predicted salary is between 31200 - 46800 £ per year.
Customer Complaints & Resolution Manager
Location: Hybrid – 2 days Wilmslow HQ, 3 days from home
Salary: Competitive basic – OTE £39k per year
OverviewCitation 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.
Responsibilities
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.
Qualifications
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.
Benefits
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.
#J-18808-Ljbffr
Customer Complaints & Resolution Manager employer: 2M Employment Solutions Limited
Contact Detail:
2M Employment Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints & Resolution Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints handling. Role-play with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you’ve turned customer complaints into positive outcomes – it’s all about demonstrating your impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Customer Complaints & Resolution Manager
Some tips for your application 🫡
Show Your Personality: We want to see the real you! Don’t be afraid to let your personality shine through in your application. Share your experiences and how they’ve shaped your approach to customer complaints and resolutions.
Tailor Your Application: Make sure to customise your application for the Customer Complaints & Resolution Manager role. Highlight your relevant experience and skills that align with what we’re looking for, especially your ability to handle complex issues with empathy.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with StudySmarter!
How to prepare for a job interview at 2M Employment Solutions Limited
✨Know Your Stuff
Before the interview, make sure you understand the company’s values and how they align with your own. Familiarise yourself with their approach to customer complaints and resolution management. This will help you demonstrate that you’re not just a fit for the role, but also for the company culture.
✨Showcase Your Empathy
As a Customer Complaints & Resolution Manager, empathy is key. Prepare examples from your past experiences where you successfully handled sensitive situations. Highlight how you listened to clients' concerns and worked towards positive resolutions, as this will show your ability to connect with customers on a personal level.
✨Be Data Savvy
Since the role involves analysing complaint data, brush up on your analytical skills. Be ready to discuss how you've used data in previous roles to identify patterns and implement improvements. This will showcase your proactive approach to enhancing the client experience.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the company’s approach to customer service and how they measure success in complaint resolution. This not only shows your interest in the role but also helps you assess if the company is the right fit for you.
