Complaints Team Manager

My client is looking for an experienced Team Manager to support a team, ensuring delivery of a first class service to customers.   The Customer Relations Manager should ensure that all departmental KPIs are being met with a particular focus on qualitative measures and resource management.   They should ensure that all relevant coaching and feedback is delivered enabling continuous improvement of our advisors. 

Duties and Responsibilities

  • Ensuring all customer requests are managed in line with internal guidelines and meet our regulatory obligations
  • Acting as an escalation point for customer complaints
  • Supporting continuous improvement for our customers through identification of issues and taking proactive actions to resolve recurring problems
  • Challenge existing processes and procedures to ensure that excellent customer service is delivered to customers
  • Recruitment and onboarding of team members
  • Delivery of regular communications to your team including daily buzz / stand up sessions
  • Agreeing daily tasks, capacity management and delivery against department objectives
  • Setting individual and team targets and measures
  • Continuous management of team performance, identification of development opportunities, proactive management of under performance
  • Ongoing team coaching and upskilling with a focus on multi-skilling to maximise potential workload management
  • Responsible for ensuring that all staff are familiar with relevant legislation and that every customer is dealt with fairly in accordance with policies and procedures and within FCA principles and guidelines (TCF)
  • Adherence to all HR guidelines e.g. performance of regular, documented 121s, return to work interviews etc.
  • Resource planning within the team to ensure workload is met (e.g. absence, training etc) via rota and absence management in line with predicted volume
  • Motivation of team and colleagues, maintaining positive morale and a good working environment
  • Celebrating success and recognising good performance as well as the ability to tackle and manage under performance
  • Displaying an expert knowledge of all regulatory guidelines including DISP (FCA Dispute Management Protocols) and CONC (Consumer Credit) and acting as the conduit of any changes or updates of these guidelines to your team
  • Delivery and reporting of team performance against agreed objectives and KPIs
  • Regular high level quality sampling of team performance e.g. telephone call monitoring, reviewing of cases 
  • Displaying an appetite for continuous development
  • Actively seek improvement and own personal development, and attend all learning interventions as agreed with line manager
  • Promote a culture of continuous improvement by identifying opportunities that will benefit the company
  • Be aware of and follow the organisation’s policy and practices, implement a clear desk policy, report incidents, and keep passwords secret.



  • Previous 2 years’ experience in a customer facing people management role
  • Complaints Handling experience
  • Management experience in a regulated business environment
  • Excellent written and verbal communication skills
  • Confidence when coaching and from time to time presenting to colleagues
  • Good attention to detail
  • Ability to plan and prioritise team and personal workload
  • Able to develop positive working relationships internally and externally
  • Displays energy and enthusiasm
  • Good working knowledge of DPA, Treating Customers Fairly and DISP.


  • Educated to GCSE level or equivalent in Maths and English