Complaints Manager

Complaints Manager Full-time, On-site at Liverpool / Speke Circa £40,000 DOE Are you an experienced complaints professional who enjoys getting to the heart of an issue, finding the right resolution and using what you learn to make things better? My client is a fast-paced, growing small business with a national supplier network, looking for an experienced Complaints Manager to take ownership of complaints and escalations and help shape and strengthen the way they are managed across the business. This is a hands-on, onsite role where you will manage complex issues through to resolution, while also identifying trends, improving processes and driving greater ownership and consistency across the business. What you''ll be doing Taking ownership of complaints and escalations from acknowledgement through to resolution. Investigating issues and working with internal teams and suppliers to establish the facts. Handling complex or sensitive customer situations and agreeing fair, commercially sensible resolutions. Developing and improving the complaints process, ensuring a clear and consistent approach across the business. Identifying trends, recurring issues and root causes, turning these into practical service improvements. Providing clear complaints reporting and insight to the leadership team, highlighting key risks, themes and actions. Working across the business to drive ownership, improve service standards and ensure agreed actions are followed through. Using learning from ..... full job details .....