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. Our tailored solutions combine hands-on consultancy with powerful technology, giving employers the confidence and tools they need to manage risk, drive performance, and focus on what matters most - running their business.

If you’re a professional with personality who wants to work in a forward-thinking business, surrounded by brilliant people who genuinely care about you and are a pleasure to work with, then we’re definitely the company for you to grow with. If our culture sounds like the right fit and you’d like to be part of our success story, we’d love to hear from you - send us your details today.

What will I be responsible for?

• 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 you need 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.

Who are we looking for?

You’ll bring a proven track record in complaints handling, customer success, or resolution management, with an exceptional ability to truly listen and empathise with client concerns. Your communication skills - both written and verbal - enable you to engage, influence, and present confidently at every level of the organisation.

You’ll be a strong negotiator and presenter, able to juggle multiple priorities with ease while maintaining a meticulous eye for detail and a commitment to outstanding quality. Resilient and solutions-driven, you thrive when faced with challenges and use your analytical mindset to uncover root causes and deliver meaningful improvements.

You understand the power of efficient processes and positive behaviours in driving customer success and naturally build trusted relationships, working collaboratively with colleagues and stakeholders to achieve the best outcomes.

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.

Hit Apply now to forward your CV.