Job Overview The Complaints Manager is to manage the complaints-handling process within an organisation, aiming to resolve customer concerns promptly and to improve the overall customer experience. This role involves managing a team, analysing complaint trends, and implementing strategies to prevent recurring issues. Key Responsibilities Complaint Resolution Lead the complaints process, ensuring that all customer complaints are handled promptly, professionally, and in accordance with internal policies and regulatory requirements. This includes investigating complex or high-profile complaints and ensuring swift resolutions. Respond to customer complaints in a timely, professional, and empathetic manner and ensure that all complaints are investigated thoroughly and resolved effectively. Provide regular updates to customers about the status of their complaints. Process Management Work closely with external and internal teams, including insurer relationships, underwriting, claims, voice of customer, and customer service, to resolve complex or escalated complaints. Provide insights and feedback to drive process improvements and enhance the customer experience. Stay updated on industry trends, regulatory changes, and customer expectations. Lead initiatives to improve complaint resolution processes, enhance service quality, and reduce customer friction points. Develop and implement strategies to improve the complaints handling process, ensuring consistency ..... full job details .....