About the team:
At Vintage Cash Cow, our Customer Engagement Centre (CEC) Team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items.
With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact.
About the role:
The Customer Care Manager will lead and develop a specialist team responsible for the end-to-end management of all customer complaints and escalations across the business. This role ensures a consistent, fair, and compliant approach to complaint handling, while protecting the brand’s reputation and delivering positive customer outcomes.
The postholder will oversee complaints raised via all contact channels, manage real-time escalations from the Customer Engagement Centre (CEC), and act as a key point of contact for complex, high-risk, legal, and media-related issues.
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Team Leadership & Development
- Lead, coach, and develop a high-performing customer complaints team.
- Set clear objectives, monitor performance, and ensure service standards are met.
- Foster a culture of accountability, empathy, and continuous improvement.
- Complaint Management
- Oversee the handling of all customer complaints received via phone, email, social media, web, and third-party platforms.
- Ensure complaints are managed in line with internal policies, regulatory requirements, and industry best practice.
- Drive timely resolution and ensure root cause analysis is conducted.
- Escalation Handling
- Manage real-time “live” escalations from CEC advisors, including taking over calls when customers request senior intervention.
- Support advisors in de-escalating challenging situations and provide guidance on complex cases.
- Legal & Media Cases
- Act as the lead for all legal, regulatory, and media-related complaints or issues.
- Liaise with Legal, PR, and senior leadership teams where required.
- Ensure all responses are accurate, risk-aware, and protect the organisation’s reputation.
- Customer Reviews & Reputation Management
- Oversee and coordinate responses to customer reviews across all platforms (e.g. Trustpilot, Google, social media).
- Ensure responses are timely, professional, and aligned with brand tone of voice.
- Identify trends and feedback to inform business improvements.
- Process & Continuous Improvement
- Analyse complaint data to identify recurring issues and root causes.
- Work cross-functionally to drive improvements in products, services, and processes.
- Implement changes to reduce complaint volumes and improve customer satisfaction.
- Compliance & Governance
- Ensure all complaint handling meets UK regulatory standards (e.g. FCA guidelines where applicable).
- Maintain accurate records and reporting for audit and compliance purposes.
- Reporting & Insights
- Produce regular reports on complaint volumes, trends, resolution times, and customer outcomes.
- Present insights and recommendations to senior stakeholders.
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Proven experience in a customer care, complaints, or escalations management role.
- Strong leadership experience managing teams in a fast-paced customer environment.
- Excellent communication and conflict resolution skills.
- Experience handling complex, high-risk, or sensitive customer issues.
- Knowledge of UK complaint handling regulations (e.g. FCA) is desirable.
- Ability to analyse data and drive continuous improvement initiatives.
Strong stakeholder management skills, including working with legal and PR teams.
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- Customer-focused with strong empathy and judgement
- Resilient under pressure and able to manage challenging situations
- Decisive and solution-oriented
- High attention to detail and organisational skills
Strong commercial and reputational awareness
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- Complaints are resolved fairly, consistently, and within agreed timeframes
- Reduction in repeat complaints and escalation volumes
- Positive customer feedback and improved online review sentiment
- Strong team engagement and performance
- Clear insight driving tangible business improvements
Vintage Cash Cow and Arcavindi, exist to create a world where everything has value and nothing is wasted, on a global scale.
Together, we form the UK and European operations of the Vintage Group, united by one purpose, one mission, and one set of values.
Vintage Cash Cow is our UK operation and the foundation of our business. It’s where our model was built, tested, and proven, making it easy for customers to sell multiple pre-loved valuables in one simple, trusted journey. Arcavindi is our European operation. Built on the same proven model, it takes what works in the UK and adapts it for new markets across Europe, allowing us to scale our impact internationally.
While our brands reflect different markets, we are one business, working as one team. Our people collaborate across borders, share ownership of outcomes, and bring the same care, fairness, and common sense to everything we do.
Behind the scenes, we are building the world’s largest international trading platform for pre-loved items, powered by expert people, smart data, and a shared belief in the circular economy.
Every item we buy is rehomed, reused, or responsibly recycled — keeping valuable materials in play and out of landfill, and ensuring we always treat customers and their treasures with care and respect.
Equal Opportunities
At Vintage Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success.
We welcome applicants from all backgrounds, perspectives, and experiences, and we work hard to ensure equitable opportunities for all. If you're excited about this role but don’t meet every requirement, we still encourage you to apply, your unique skills and experiences might be exactly what we need now or in the future.
If you need any adjustments or accommodations during the hiring process, just let us know and we’ll do our best to support you.
Your personal data will be handled in accordance with our Privacy Notice.
