Complaints Manager

Job description

Complaints Manager

Location: Leicester City Centre
Salary: £28,000 – £30,000 per annum, depending on experience, plus quarterly bonus
Hours: Monday to Friday, 8:45am – 5:00pm
Job Type: Full-time, Temporary to Permanent
Working Arrangement: Predominantly Office Based

About the Role

365 People are recruiting for an experienced Complaints Manager to join an established professional services business in Leicester.

This is a hands-on management position, ideal for someone with proven complaints handling experience who is confident managing a small team, investigating complex cases and delivering fair, professional resolutions.

You'll be responsible for overseeing the complaints function, managing two Complaints Administrators and ensuring cases are investigated thoroughly, accurately and within the required timescales.

The successful candidate will work closely with senior management, identifying recurring issues, improving processes and maintaining high standards of customer service.

Key Responsibilities

• Oversee complaints from initial receipt through investigation to resolution.

• Personally investigate and resolve complex or escalated complaints.

• Ensure complaints are acknowledged, investigated and responded to within agreed timescales.

• Review customer correspondence, call recordings and supporting documentation.

• Maintain accurate complaints records and case management systems.

• Identify recurring issues, trends and opportunities for service improvement.

• Prepare complaints performance reports for senior management.

• Work closely with internal departments to resolve issues and prevent repeat complaints.

• Handle sensitive customer information and ensure data protection requirements are followed.

• Support Subject Access Requests and enquiries from external organisations where required.

• Conduct one-to-one meetings, performance reviews and staff coaching.

What We're Looking For

• Previous experience supervising or managing employees.

• Experience handling complex or escalated customer complaints.

• Excellent written communication skills, particularly when preparing formal complaint responses.

• Confidence dealing with sensitive situations and challenging conversations.

• Excellent attention to detail and organisational skills.

• Ability to manage multiple cases and work to deadlines.

• A professional, fair and customer-focused approach.

• Confidence working with senior management and recommending improvements.

Experience within regulated environments, financial services, legal services or professional services would be advantageous but is not essential.

Salary and Benefits

• £28,000 starting salary, with up to £30,000 considered depending on experience.

• Quarterly bonus.

• Salary review may be considered following successful completion of the six-month probationary period.

• Workplace pension.

• 28 days' annual leave including bank holidays, increasing with length of service.

• Employee wellbeing support line and app.

• Company social events.

• Free onsite parking or reimbursement of parking expenses where onsite parking is unavailable.

• Monday-to-Friday working hours.

Apply Today

If you're an experienced Complaints Manager or Complaints Team Leader looking for a hands-on management opportunity in Leicester, we'd love to hear from you.

Apply today with your CV, and a member of the 365 People Recruitment team will contact you to discuss the position.

Reference 225816511