Team leadership role within a regulated business. Client Details We\'re working with a regulated organisation in the Greater Manchester/Lancashire area who are looking to appoint an experienced Complaints Manager to lead their complaints function and drive real improvement across customer outcomes. This is a hands-on leadership role, managing a team within a contact centre environment, with full ownership of escalated and Ombudsman-level complaints. Description You\'ll be responsible for bringing structure, consistency and insight to the complaints process, ensuring fair outcomes for customers while reducing risk and unnecessary compensation. Key responsibilities include: Leading and developing a complaints team within a contact centre setting Managing escalated and complex complaints, including Ombudsman cases Owning complaint investigations end-to-end, ensuring regulatory compliance Reducing compensation and repeat complaints through root cause analysis Building effective feedback loops into the wider business to drive service improvement Using MI and complaint data to identify trends, risks and opportunities Creating clear processes, controls and governance around complaint handling Profile What we\'re looking for Proven experience managing complaints in a regulated environment (essential) Previous people management experience within a contact centre setting Strong knowledge of escalated and Ombudsman complaints A structured, analytical approach with the confidence to challenge existing ways of working Experience reducing compensation spend and improving complaint quality Someone who can balance customer fairness with commercial and regulatory requirements Job Offer Why apply? A genuinely influential role with visibility across the business Opportunity to shape how complaints are handled and learned from Hybrid working - 3 days office and a supportive leadership team Competitive salary of £42,000This role will suit someone who enjoys taking ownership, improving standards, and using complaints as a lever for better customer experience - not just firefighting
