CX Resolutions Manager in Nottingham

Contract: Full-time, Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com

Are you confident leading complex customer complaints and high‑risk escalations while closing with stakeholders to be improve our customer experience?

As a CX Resolutions Manager at Boots, you’ll protect our brand, champion fair outcomes for customers, and turn issues into meaningful improvements across our Contact Centre.

This is a critical leadership role within our Contact Centre, reporting to the Head of CX Operations and leading a specialist team of Resolution Experts.

What you’ll be doing

As a CX Resolutions Manager, you will:

• Own end‑to‑end handling of complex customer complaints, serious incidents, and Executive‑level escalations
• Act as a single, clear owner for resolution when issues go wrong, ensuring confident, consistent, and empathetic outcomes
• Lead and support the team through sensitive and high‑risk cases, acting as a trusted escalation point
• Work closely with senior and Executive stakeholders, providing clear communication, sound judgement, and recommended actions
• Ensure cases are managed with appropriate pace, care, and governance in line with brand and regulatory expectations
• Analyse complaint and incident trends to identify root causes and prevent repeat issues
• Feed insight into Operations Development and Change teams to shape improvements to customer journeys, processes, and capability
• Play a key role in protecting customer trust and the organisation’s reputation at critical moments

What you’ll need to have (our must-haves)

• Significant experience managing complex customer complaints, incidents, or escalations in a contact centre or regulated service environment
• Experience leading teams handling high‑risk, high‑profile, or sensitive cases
• Proven ability to engage confidently with senior and Executive stakeholders
• Strong judgement and decision‑making skills, particularly under pressure
• Ability to analyse trends and identify systemic issues across policy, process, or technology
• A calm, resilient, and customer‑focused approach when handling difficult situations

It would be great if you also have

• Experience working with Executive complaint inboxes or regulatory escalations
• Exposure to customer journey improvement or service design activity
• Experience partnering with change, digital, or product teams to drive improvement
• Background in retail, healthcare, or another highly customer‑centric environment
• A passion for using insight and learning to prevent future complaints

Where your brilliance can take you

At Boots, we believe in your potential. You’ll have opportunities for career development and progression, supported by a culture that encourages learning and growth.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us

At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?

If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.

Keywords
CX, Resolutions, Manager