Role: Customer Resolutions Team Manager
Salary: £34,696 pa.
Location: Hybrid role based at our welcoming office in Datchet (minimum 2 days per week), SL3 9LL, just off the M4
Contract: Full-time, permanent, 40 hours a week.
We’re looking for an experienced Customer Resolutions Team Manager to join our complaints operation and lead a team delivering fair, timely and regulatory-compliant customer outcomes.
About the Role
This is a fantastic opportunity for an complaints manager to support a high-performing team in delivering fair, timely and regulatory-compliant outcomes for customers.
In this fast-paced and dynamic environment, you’ll be a key driver of performance, quality, customer outcomes and team engagement. You’ll coach and develop your team, create an inclusive and supportive working environment, and ensure consistently high standards across written and verbal complaint handling.
You’ll play an important role in ensuring adherence to FCA requirements, Consumer Duty principles and internal procedures, while identifying opportunities to improve service delivery, reduce reopened complaints and support the wider operation.
What You’ll Be Doing
Team Leadership & Support
- Lead, motivate and support a team of complaint handlers to deliver fair and consistent customer outcomes.
- Hold regular team meetings, daily check-ins and individual one-to-ones to share updates, review performance and encourage collaboration.
- Manage attendance, sickness, approval of hours and employee matters fairly and in line with internal policies.
- Prioritise wellbeing by remaining visible and available to your team, signposting colleagues to support where needed.
- Keep guidance, knowledge articles and training materials up to date and accessible for advisors.
Performance & Quality
- Monitor individual and team performance daily, using reports to identify trends, risks and opportunities for improvement.
- Coach and develop team members through feedback, performance conversations and targeted support.
- Ensure complaints are handled within agreed service levels, including regulatory DISP timeframes where applicable.
- Support high-quality written and verbal complaint responses that are clear, fair, accurate and customer focused.
- Champion strong quality assurance, compliance and customer outcome standards across the team.
Continuous Improvement
- Work with the Operations Manager and support functions to identify and implement process improvements.
- Review complaint trends, root causes and reopened complaints to support better customer outcomes.
- Audit work and processes to ensure consistency, quality and adherence to internal procedures.
- Support business change and improvement activity across the operation.
Customer Experience & Compliance
- Support the end-to-end complaints process, ensuring fair, timely and compliant resolutions.
- Champion FCA regulations, Consumer Duty principles, GDPR requirements and internal procedures.
- Communicate effectively with internal stakeholders and wider support teams regarding complaint outcomes and resolutions.
What We’re Looking For
Applicants must be able to demonstrate:
✅ Strong demonstrable experience in managing a complaints team within an FCA-regulated environment.
✅ Proven experience of leading and developing people, including conducting performance reviews, coaching, performance improvement conversations and managing employee wellbeing.
✅ Strong knowledge of FCA regulations, including Consumer Duty, DISP requirements, Treating Customers Fairly (TCF) principles and complaint handling best practice.
✅ Experience of managing complaint volumes and service levels, ensuring complaints are resolved fairly and within regulatory and business timescales.
✅ Experience analysing complaint trends, root causes and performance data to identify risks and drive service improvements.
✅ Excellent written and verbal communication skills, with the ability to review and coach high-quality complaint responses.
✅ Experience of quality assurance and compliance monitoring, with the ability to identify and address quality concerns effectively.
✅ Demonstrable experience of achieving operational KPIs, including productivity, quality, customer outcomes and employee engagement measures.
✅ Strong stakeholder management skills, with experience working collaboratively across operational and support functions.
✅ Digitally confident in Microsoft Office applications and experience using complaint management and reporting systems.
Desirable
➕ Experience within the automotive finance, financial services or consumer credit sector.
➕ Knowledge of Financial Ombudsman Service (FOS) processes and interactions.
➕ Experience leading teams through change and continuous improvement initiatives.
If you’re an experienced complaints leader who is passionate about leading with purpose, driving performance and supporting a team that delivers fair and consistent customer outcomes, we’d love to hear from you.
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.
