Complaints Manager

Complaints ManagerLondon 50,000 + BenefitsAre you an experienced complaints leader who thrives on resolving complex customer issues, improving processes, and delivering fair customer outcomes?We are looking for a Complaints Manager to lead a specialist team handling escalated and complex complaints, including cases referred to the Ombudsman and other external regulatory bodies.This is a fantastic opportunity for an experienced complaints, customer relations, or contact centre professional to make a real impact on customer experience, operational performance, and regulatory compliance.The Role as a Complaints ManagerReporting to the Head of Customer Operations, you will lead a team responsible for investigating and resolving high-level customer complaints across multiple channels. You will ensure complaints are handled fairly, efficiently, and in line with regulatory requirements, while identifying trends and driving business improvements.Key responsibilities of this Complaints Manager include:Leading, coaching, and developing a team of Complaints Handlers and Team Leaders.Managing complex, high-risk, and high-profile customer complaints through to resolution.Overseeing cases escalated to the Ombudsman and liaising with external adjudication bodies.Ensuring compliance with FCA, Ombudsman, and internal complaint handling procedures where applicable.Monitoring complaint quality, root cause analysis, and customer outcomes.Driving reductions in complaint volumes through ..... full job details .....