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- Tasks: Lead the resolution of consumer disputes and manage case processes effectively.
- Company: Join a national quality assurance organisation dedicated to fairness and consumer protection.
- Benefits: Enjoy a competitive salary, bonus scheme, and a nine-day fortnight for better work-life balance.
- Why this job: Make a real difference in consumer care while working in a values-driven team.
- Qualifications: Experience in dispute resolution, strong communication skills, and proficiency in Microsoft Office 365 required.
- Other info: Apply early as interviews will be ongoing until the position is filled.
I am working in partnership with a national quality assurance organisation to recruit a Complaints Resolution Manager on their behalf. This organisation plays a vital role in supporting high standards across the home improvement sector and is committed to fairness, consumer protection, and continual improvement.
This is a fantastic opportunity to join a trusted, mission-led team that's making a real difference to consumers and businesses across the UK. As Complaints Resolution Manager, you will lead on managing consumer disputes involving registered businesses. Your role will involve overseeing case management processes, ensuring timely and fair resolution of issues, and identifying opportunities to enhance outcomes through improved systems and insights.
What You'll Be Doing:
- Manage a wide range of consumer disputes from initial triage through to resolution
- Oversee the team inbox, ensuring cases are prioritised and handled efficiently
- Communicate clearly and empathetically with consumers and businesses
- Liaise with internal teams, external partners, and dispute resolution services
- Escalate high-risk or complex disputes to senior management when needed
- Monitor complaint trends and provide feedback for process improvement
- Work closely with compliance teams where disputes highlight breaches
- Support performance tracking, GDPR compliance, and policy updates
What You'll Bring:
- Proven experience in dispute resolution or complaint handling
- Ability to manage a high-volume caseload with professionalism and care
- Excellent written and verbal communication skills
- A calm, constructive approach to problem-solving
- Strong interpersonal skills and emotional intelligence
- Good understanding of regulatory frameworks and consumer rights
- Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams, etc.)
What's in it for You?
- Competitive salary
- Bonus scheme based on performance
- Company-funded pension (non-contributory)
- Nine-day fortnight for improved work-life balance
- Life assurance and access to a 24/7 employee assistance programme
- Cycle to work and electric vehicle schemes
- Health & dental cashback plan and a rewards platform
This is a key role in a values-driven organisation that genuinely puts quality and consumer care at the heart of what they do. If you're passionate about resolving disputes fairly and efficiently - and want to play a role in raising industry standards - I'd love to hear from you.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.
Complaints Resolutions Manager employer: CV-Library
Contact Detail:
CV-Library Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolutions Manager
✨Tip Number 1
Familiarise yourself with the key principles of consumer rights and dispute resolution. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to fairness and consumer protection, which are central to our mission at StudySmarter.
✨Tip Number 2
Showcase your experience in managing high-volume caseloads by preparing specific examples of how you've successfully resolved disputes in the past. This will highlight your ability to handle pressure and maintain professionalism, qualities we value highly.
✨Tip Number 3
Practice your communication skills, especially in conveying empathy and clarity. Role-playing scenarios where you handle complaints can help you articulate your approach effectively during the interview process, making you stand out as a candidate.
✨Tip Number 4
Research our organisation and its values thoroughly. Being able to discuss how your personal values align with ours will show your genuine interest in the role and your commitment to contributing positively to our team.
We think you need these skills to ace Complaints Resolutions Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in dispute resolution and complaint handling. Use specific examples that demonstrate your ability to manage high-volume caseloads and communicate effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for consumer protection and fairness. Mention how your skills align with the role's requirements, particularly your interpersonal skills and problem-solving abilities.
Showcase Relevant Skills: In your application, emphasise your proficiency in Microsoft Office 365 and your understanding of regulatory frameworks. These are key skills for the Complaints Resolution Manager position.
Be Authentic: When sharing your preferred pronouns or any adjustments needed during the application process, be open and honest. This shows your individuality and helps create a comfortable environment for both you and the employer.
How to prepare for a job interview at CV-Library
✨Showcase Your Dispute Resolution Experience
Be prepared to discuss specific examples from your past roles where you successfully managed consumer disputes. Highlight your approach to resolving conflicts and the outcomes achieved, as this will demonstrate your capability in handling similar situations.
✨Communicate with Empathy
Since the role requires clear and empathetic communication, practice articulating your thoughts in a way that shows understanding and compassion. This is crucial when dealing with consumers who may be frustrated or upset.
✨Understand Regulatory Frameworks
Brush up on relevant regulatory frameworks and consumer rights before the interview. Being knowledgeable about these areas will not only impress your interviewers but also show that you are serious about compliance and consumer protection.
✨Demonstrate Problem-Solving Skills
Prepare to discuss how you approach problem-solving in high-pressure situations. Use examples that illustrate your calm and constructive approach, as this is essential for managing a high-volume caseload effectively.
