Complaints Case Manager

About the roleAs a Complaints Case Manager (known internally as Customer Resolution Case Owner), you''ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).Key responsibilities:Own complaints from initial contact through to resolutionConduct thorough investigations and root cause analysisDecide appropriate outcomes and redress in line with policyManage your caseload effectively to reduce backlogs and aged casesCollaborate with internal teams and stakeholders to gather insights and challenge constructivelyIdentify trends and share insights to drive continuous improvementEnsure compliance with regulatory requirements, policies and SLAsMaintain accurate records and clear audit trailsSupport team development through peer reviews or deputising where neededAbout youYou''re an experienced complaints professional who can confidently manage complex cases and deliver fair, balanced outcomes.You''ll bring:Strong written and verbal communication skillsConfidence handling sensitive or challenging conversationsExcellent organisation and ability to manage a varied caseloadStrong analytical and decision-making skillsAbility to justify outcomes, including financial redress decisionsA proactive, ownership mindset with the ability to work independentlyA collaborative approach and ability to build relationships across teamsOpenness to feedback and a focus on ..... full job details .....