https://jobs.co.uk/job/complaints-case-manager-business-stream--e58fa91a-8f1e-4786-b467-c294824fc461 RSS feed for Complaints Case Manager at Business Stream. en-gb Tue, 16 Jun 2026 17:51:26 GMT https://jobs.co.uk/job/complaints-case-manager-business-stream--e58fa91a-8f1e-4786-b467-c294824fc461 https://jobs.co.uk/job/complaints-case-manager-business-stream--e58fa91a-8f1e-4786-b467-c294824fc461 Tue, 16 Jun 2026 11:52:05 GMT Location: Edinburgh | Salary: 30000.00-30000.00 Annual | Type: Permanent | 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 ... Permanent