The Complaints Team Manager is responsible for leading and motivating the Complaints team to deliver fair, consistent, and timely complaint resolutions
Job Summary
The Complaints Team Manager is responsible for leading and motivating the Complaints team to deliver fair, consistent, and timely complaint resolutions.
The role ensures that regulatory obligations are met, customer outcomes are optimised, and insights from customers’ concerns are used to drive service improvement across the organisation.
We are looking for a self-starter who can build high-performing teams and has ambition to create a market leading Complaints function.
Matching Summary
The Complaints Team Manager is responsible for leading and motivating the Complaints team to deliver fair, consistent, and timely complaint resolutions.
Skills & Requirements
Must-have
Lead and motivate complaints team
Deliver fair complaint resolutions
Meet regulatory obligations
Drive service improvement
Manage team performance
Handle complex complaints
Ensure regulatory compliance
Nice-to-have
Customer-centric approach
Empathy and fairness
Continuous improvement mindset
Collaborative team player
Resilient under pressure
Key Requirements
Proven leadership experience
Experience in a regulated environment
Strong knowledge of complaint handling best practice