https://jobs.co.uk/job/customer-complaint-director-box-recruitment-group--994fc22f-99cf-42cc-90ed-59e4c613e1ca RSS feed for Customer Complaint Director at Box Recruitment Group. en-gb Sun, 24 May 2026 14:20:58 GMT https://jobs.co.uk/job/customer-complaint-director-box-recruitment-group--994fc22f-99cf-42cc-90ed-59e4c613e1ca https://jobs.co.uk/job/customer-complaint-director-box-recruitment-group--994fc22f-99cf-42cc-90ed-59e4c613e1ca Wed, 06 May 2026 11:53:50 GMT Location: Manchester | Salary: 55000.00-55000.00 Annual | Type: Permanent | Job Title: Customer Complaints Director Location: Leeds Salary: up to 60k + Bonus + Benefits Role Purpose The Customer Complaints Director (B2C) leads the end-to-end complaints strategy across a high-volume consumer environment, ensuring fast, fair, and customer-centric resolution of issues. This role is critical in protecting and enhancing brand reputation, reducing customer churn, and using complaint insight to drive continuous improvement across the entire customer journey. Key Responsibilities Strategic Leadership Define and deliver a B2C complaints strategy that balances customer outcomes, regulatory compliance, and commercial objectives Position complaints as a key source of customer insight to influence business-wide decision-making Act as the voice of the consumer at executive and board level Operational Leadership (High Volume) Lead large-scale complaints operations across multi-channel environments (contact centre, digital, social media, written correspondence) Ensure efficient handling of high complaint volumes while maintaining quality and fairness Drive improvements in speed to resolution, first contact resolution, and consistency of outcomes Customer Experience a... Permanent