Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the strategy for resolving customer complaints in a fast-paced environment.
- Company: Join a leading brand focused on customer satisfaction and continuous improvement.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape customer experiences.
- Other info: Dynamic role with opportunities for transformation and innovation in customer service.
- Why this job: Make a real impact by enhancing customer loyalty and brand reputation.
- Qualifications: Senior leadership experience in B2C complaints and strong analytical skills.
The predicted salary is between 80000 - 100000 ÂŁ per year.
The Customer Complaints Director (B2C) leads the end-to-end complaints strategy across a high-volume consumer environment, ensuring fast, fair, and customer-centric resolution of issues. This role is critical in protecting and enhancing brand reputation, reducing customer churn, and using complaint insight to drive continuous improvement across the entire customer journey.
Responsibilities
- Strategic Leadership
- Define and deliver a B2C complaints strategy that balances customer outcomes, regulatory compliance, and commercial objectives.
- Position complaints as a key source of customer insight to influence business-wide decision‑making.
- Act as the voice of the consumer at executive and board level.
- Operational Leadership (High Volume)
- Lead large‑scale complaints operations across multi‑channel environments (contact centre, digital, social media, written correspondence).
- Ensure efficient handling of high complaint volumes while maintaining quality and fairness.
- Drive improvements in speed to resolution, first contact resolution, and consistency of outcomes.
- Customer Experience & Brand Protection
- Ensure complaint handling reflects the organisation's brand values and customer promise.
- Minimise negative customer experiences that could impact retention, loyalty, and public perception.
- Manage escalations, including social media and executive complaints, with appropriate urgency and care.
- Insight & Continuous Improvement
- Use complaint data, trends, and root cause analysis to identify systemic issues across the customer journey.
- Partner with Product, Marketing, Digital, and Operations to eliminate recurring pain points.
- Reduce overall complaint volumes through proactive improvements and preventative actions.
- Regulatory & Risk Management
- Ensure compliance with all relevant consumer regulations and complaint handling standards.
- Maintain robust governance, audit trails, and reporting frameworks.
- Act as escalation lead for high‑risk or reputationally sensitive cases.
- Culture & Capability
- Build a customer‑first, resolution‑focused culture within complaints and wider customer teams.
- Lead and develop senior managers and large operational teams.
- Embed coaching, quality assurance, and performance frameworks to drive consistency.
- Stakeholder Engagement
- Work cross‑functionally to influence improvements in customer journeys, products, and services.
- Present insights, risks, and recommendations to senior stakeholders and executive leadership.
- Collaborate with Commercial teams to identify opportunities for retention and revenue protection.
- Transformation & Efficiency
- Drive automation, digital enablement, and self‑service solutions where appropriate.
- Improve operational efficiency and reduce cost per complaint.
- Lead transformation initiatives to modernise complaints handling, customer satisfaction following complaint resolution, reduction in complaint volumes and repeat complaints, speed and quality of resolution, customer retention and churn reduction, regulatory compliance and audit outcomes, cost to serve and operational efficiency, team engagement and performance.
Success Criteria
- Turn high complaint volumes into actionable insight and business improvement.
- Protect and enhance brand reputation in a consumer‑facing environment.
- Deliver fast, fair, and empathetic customer resolutions at scale.
- Reduce churn and improve customer loyalty and lifetime value.
- Build a high‑performing, customer‑focused complaints function.
Qualifications
- Senior leadership experience within B2C complaints, customer service, or contact centre operations.
- Proven experience managing high‑volume customer environments.
- Strong track record of improving customer experience and reducing complaints.
- Experience in regulated B2C sectors (e.g., Financial Services, Telecoms, Utilities, Retail) preferred.
- Demonstrated success in using customer insight to drive business change.
- Experience leading large teams and influencing at executive level.
Skills & Competencies
- Strong customer‑first mindset with commercial awareness.
- Ability to balance customer outcomes with business objectives.
- Excellent leadership and people development skills.
- Advanced analytical and problem‑solving capability.
- Strong communication and stakeholder influencing skills.
- Resilient and adaptable in a fast‑paced, high‑demand environment.
Customer Complaint Director in Leeds employer: Box Inc
Contact Detail:
Box Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaint Director in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its complaints strategy. Show them you understand their challenges and how you can help improve customer experiences.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially in managing high complaint volumes and driving improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining the team.
We think you need these skills to ace Customer Complaint Director in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Complaint Director role. Highlight your experience in B2C complaints and how you've successfully led teams in high-volume environments. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills: This role is all about strategic and operational leadership, so don’t hold back! Share examples of how you've influenced decision-making at an executive level and driven improvements in customer experience. We love seeing strong leaders who can inspire others.
Demonstrate Your Customer-Centric Mindset: We’re looking for someone who truly understands the importance of a customer-first approach. Use your application to illustrate how you've put customers at the heart of your strategies and resolved complaints effectively. Show us your passion for enhancing brand reputation!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we stand for.
How to prepare for a job interview at Box Inc
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer complaints and insights relevant to the role. Familiarise yourself with common issues in the B2C sector and think about how you would use this data to drive improvements. This will show your potential employer that you can turn complaints into actionable strategies.
✨Demonstrate Leadership Experience
Be ready to share specific examples of how you've led teams in high-volume environments. Highlight your experience in managing complaints and driving operational efficiency. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Showcase Your Problem-Solving Skills
Prepare to discuss how you've tackled systemic issues in previous roles. Think about instances where you've used root cause analysis to identify problems and implement solutions. This will demonstrate your analytical capabilities and your commitment to continuous improvement.
✨Engage with Stakeholders
Since stakeholder engagement is key for this role, come prepared with examples of how you've influenced decision-making at an executive level. Discuss how you've collaborated cross-functionally to enhance customer journeys and protect brand reputation. This will highlight your ability to communicate effectively and drive change.