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- Tasks: Lead the strategy for resolving customer complaints and enhancing brand reputation.
- Company: Dynamic company in Leeds focused on customer satisfaction and continuous improvement.
- Benefits: Competitive salary up to £60k, bonuses, and comprehensive benefits package.
- Other info: Join a fast-paced environment with opportunities for professional growth and team development.
- Why this job: Make a real impact by transforming customer experiences and driving business improvements.
- Qualifications: Senior leadership experience in B2C complaints and strong analytical skills required.
The predicted salary is between 60000 - 60000 £ 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.
Key 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 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.
Key Accountabilities
- 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.
Required Experience
- 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.
Success Profile
- 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.
Customer Complaint Director in Manchester employer: Box Recruitment Group
Contact Detail:
Box Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaint Director in Manchester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Complaints Director role.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management and customer experience. Think about how you can showcase your leadership skills and ability to drive improvements. We want to see you shine!
✨Tip Number 3
Don’t just wait for job postings; reach out directly to companies you admire. Express your interest in their complaints strategy and how you can contribute. It shows initiative and could lead to opportunities that aren’t advertised.
✨Tip Number 4
Apply through our website for a smoother process! We love seeing candidates who take the time to engage with us directly. Plus, it gives you a chance to highlight your fit for the role right from the start.
We think you need these skills to ace Customer Complaint Director in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Complaints Director role. Highlight your experience in B2C complaints and how you've successfully managed 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 led teams and influenced decision-making at an executive level. We love seeing candidates who can demonstrate a strong customer-first mindset while balancing business objectives.
Use Data to Your Advantage: Since the role involves using complaint data to drive improvements, make sure to mention any experience you have with analytics or root cause analysis. We’re keen on candidates who can turn insights into actionable strategies that enhance customer experiences.
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 the role. Plus, it shows you’re proactive and ready to take the next step in your career with us!
How to prepare for a job interview at Box Recruitment Group
✨Know Your Stuff
Before the interview, dive deep into the company's complaints strategy and recent initiatives. Familiarise yourself with their brand values and how they handle customer complaints. This will help you demonstrate your understanding of their operations and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams in high-volume environments. Highlight how you’ve improved customer experience and reduced complaints. Be ready to discuss specific strategies you implemented and the outcomes achieved.
✨Be Data-Driven
Since the role involves using complaint data for insights, come prepared with examples of how you've used analytics to drive business improvements. Discuss any tools or methodologies you’ve employed to identify trends and root causes in customer complaints.
✨Engage with Stakeholders
Think about how you would engage with various stakeholders across the business. Prepare to discuss how you would present insights and recommendations to senior leadership. Show that you can influence decision-making and collaborate effectively with different teams.