At a Glance
- Tasks: Lead the strategy for resolving customer complaints and enhance brand reputation.
- Company: Join a dynamic team at a leading consumer-focused organisation in Manchester.
- Benefits: Competitive salary up to £60k, bonuses, and comprehensive benefits package.
- Other info: Opportunity to lead large teams and influence at executive level.
- Why this job: Make a real impact by improving customer experiences and driving business change.
- Qualifications: Senior leadership experience in B2C complaints and strong analytical skills required.
The predicted salary is between 48000 - 60000 £ per year.
Location: Leeds
Salary: up to 60k + Bonus + Benefits
Role Purpose
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’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
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
Director of Customer Complaints. Job in Manchester LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
As a leading employer in the heart of Manchester, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our commitment to a customer-first approach not only enhances brand reputation but also empowers our team members to drive meaningful change within the organisation. With competitive salaries, performance bonuses, and a focus on continuous improvement, we offer a rewarding environment for those looking to make a significant impact in the field of customer service.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Complaints. Job in Manchester LilyLifestyle Jobs
✨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 culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want you to sound confident and authentic, not like you’re reading from a script!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Director of Customer Complaints. Job in Manchester LilyLifestyle Jobs
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 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.
Use Data to Your Advantage:Since the role involves using complaint data for insights, make sure to mention any experience you have with analytics or root cause analysis. Show us how you've turned data into actionable strategies that improved customer satisfaction and reduced complaints.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Don’t miss out on this opportunity!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know the Company Inside Out
Before your interview, make sure you research LilyLifestyle thoroughly. Understand their brand values, recent news, and how they handle customer complaints. This will help you align your answers with their mission and show that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you've successfully resolved high complaint volumes or improved customer experience. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Leadership Skills
As a Director, you'll need to demonstrate strong leadership capabilities. Be ready to discuss how you've led teams in high-pressure environments, managed escalations, and influenced stakeholders. Highlight any initiatives you've implemented that improved team performance or customer satisfaction.
✨Emphasise Data-Driven Decision Making
Since the role involves using complaint data to drive improvements, be prepared to talk about how you've used analytics in past roles. Discuss specific metrics you've tracked, insights you've gained, and how those insights led to actionable changes in strategy or operations.
