Complaints manager Work, Jobs in Liverpool (with Salaries)

Customer Relations Manager, SEO, Perm, Liverpool
Charity Commission —Bootle
- £44,027 a year
- Part-time
- Hybrid work
- Analysis skills
- Presentation skills
- Continuous improvement
- Annual leave
- Employee discount
14d
Healthcare Compliance Lead
Community Independent Living —Aintree
- £36,000 - £40,000 a year
- Full-time
- Microsoft Office
- Analysis skills
- Travel
- Employee discount
- Referral programme
Quick apply
2d
Prison Employment Lead
Ministry of Justice —Liverpool
- £40,001 - £50,000 a year
- Full-time
- Hybrid work
- English
- Presentation skills
- Conflict management
- Annual leave
7d
Customer Service & Insights Manager
Stellify —Liverpool
- £40,000 - £45,000 a year
- Full-time
- Management
- Mentoring
12d
Programme Manager
Ministry of Justice —Liverpool
- £40,001 - £50,000 a year
- Full-time
- Hybrid work
- English
- Presentation skills
- Annual leave
Customer Service Manager
Fibre Nova Ltd —Liverpool
- £30,000 - £38,000 a year
- Full-time
- Continuous improvement
- In-person
- Leadership
Quick apply
14d
Centre Manager
Monkey Town Liverpool & Kirby - 24 Indoor UK —Liverpool
- £32,094.40 - £37,148.80 a year
- Full-time
- Continuous improvement
- In-person
- Leadership
- Free parking
- Employee discount
Quick apply
15h
Legal Complaints Manager
Slater Gordon —Liverpool
- Full-time
- Analysis skills
- Continuous improvement
- Communication skills
11d
Aftersales Team Leader
Ormazabal UK —St Helens
- £37,000 - £42,000 a year
- Full-time
- Supervising experience
- Team management
- Travel
- Free parking
- Health & wellbeing programme
Quick apply
8d
Client Manager - Events
Showforce —Liverpool
- £28,000 - £32,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Office
Quick apply
Office and Compliance Manager
Citizens Advice —Wirral
- £36,000 a year
- Hybrid work
- Employee assistance programme
Customer Liaison Manager
Solus Accident Repair Centres —Warrington
- £30,000 - £40,000 a year
- Full-time
- Remote
- Employee discount
Operational Support Officer
HM Courts and Tribunals Service —Bootle
- £25,582 a year
- Part-time
- Customer service
- Presentation skills
- Organisational skills
- Annual leave
6d
Triage Team Leader
Marine Lake Medical Practice —Wirral
- From £14.66 an hour
- Full-time
- Microsoft Outlook
- Computer literacy
- Data analysis skills
- Annual leave
- Sick pay
Quick apply
1d
Operational Support Officer
HM Courts & Tribunal Service —Bootle
- £20,001 - £30,000 a year
- Part-time
- Hybrid work
- Customer service
- Presentation skills
- Organisational skills
- Annual leave
- Employee discount
6d
Customer Service Advisor (FTC up to 12 Months)
CMA CGM —Liverpool
- Temporary
- Hybrid work
- Customer service
- Analysis skills
- Organisational skills
- Annual leave
- Employee assistance programme
Centre Manager
Inflatabubble Theme Park —Chester
- £32,094.40 - £37,148.80 a year
- Full-time
- Continuous improvement
- In-person
- Guest services
- Free parking
- Employee discount
Quick apply
13h
Legal Quality and Training Manager (Fraud, Credit Hire & Motor)
DWF —Liverpool
- Full-time
- Management
- Supervising experience
- Presentation skills
1d
Field Service Manager
Stannah —Liverpool
- Full-time
- Hybrid work
- Team management
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Helpline Advisor
Stephensons Solicitors LLP —Wigan
- Full-time
- Hybrid work
- Computer literacy
- Organisational skills
- Typing
- Free parking
- Annual leave
9d

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complaints manager jobs near liverpool

Customer Relations Manager, SEO, Perm, Liverpool

Charity Commission -
Bootle

Apply Now

Job details

Permanent | Part-time | Full-time
£44,027 a year
14 days ago

Benefits

Season ticket loan
Annual leave
Company pension
Discounted gym membership
Employee discount

Qualifications

Stakeholder collaboration
Stakeholder liaison
Complaint handling
Performance management
Analysis skills
Quality assurance
Presentation skills
Continuous improvement
Continuous improvement cycles oversight
Customer interaction
Team motivation leadership
Communication skills

Full job description

Details

Reference number

472483

Salary

£44,027

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Senior Executive Officer

Contract type

Permanent

Business area

CC - Regulatory Services

Type of role

Customer Insight

Working pattern

Flexible working, Full-time, Part-time, Compressed hours

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Bootle, North West England, L20 7HS

About the job

Job summary

Job Purpose

As a Customer Relations Manager, you will manage the Customer Relations team that deal complaints and complex correspondence and provide responses to customers by email, letter and telephone.

You will ensure that we provide high quality advice and excellent customer service to the Commissions customers so that we can support charities to deliver their charitable purpose. You will do this through providing clear direction as well as visible and motivational leadership to your team, who are responsible for dealing with requests for complex advice and guidance about running and managing a charity in addition to resolving customer complaints about our service. You will act as a central point of contact, drafting clear, impartial, evidence-based responses to the public, or the Public Service Ombudsman.

You will drive a high performance and customer ethos within the team, ensuring clear goals and targets are in place at both team and individual level to achieve key performance indicators and strategic priorities. You will also be responsible for creating an environment of continuous learning and development, where your team feel empowered to take responsibility for problem solving and demonstrate high advisor confidence in decision making.

You will proactively identify and develop policy, process, system and online content to improve customer experience, customer journey and customer expectations. You will work collaboratively and flexibly with colleagues across the directorate and the wider Commission to achieve an effective, joined up approach to how we manage incoming casework and the delivery of our business plan.

Job description

Key Responsibilities:

Casework Management: Independently manage a complex caseload, investigating issues and resolving complaints within strict statutory or internal Service Level Agreements
Stakeholder Communication: Act as a central point of contact, drafting clear, impartial, evidence-based responses to the public, or the Public Service Ombudsman.
Data and Reporting: Log, track, and analyse complaints on internal case management systems to identify structural issues and report on themes/trends to senior management.
Service Improvement: identify opportunities for continuous improvement in customer experience as well as driving internal efficiencies in process.
Work collaboratively with the management team to achieve and maintain appropriate standards, fully implementing the quality assurance framework capturing feedback and learning to enable and drive continuous improvement.
Provide feedback to relevant business areas to implement corrective changes and improve future policy and operational delivery.
Escalations: Handle contentious or complex cases, including dealing with persistent complainers using established escalation policies.
Manage a team of customer service staff, providing clear direction and visible and motivational leadership. Conduct regular 121s with team members ensuring they have stretching objectives, are appropriately trained and supported, have access to technical support and are empowered to make decisions and effectively deliver within their skill set.
Drive a high performance and customer service ethos with a focus on delivering quality interactions and accurate advice. Ensure the team maintain accurate and complete casework records, that the Commissions standards for record management and information security are met and that the Commissions standards are effectively performance managed and quality assured.
Manage queue performance within either the correspondence or customer relations team in line with department KPIs, ensuring correspondence and complaints are responded to within timescales. Work collaboratively across the team to react to peaks and troughs in incoming work, making resourcing decisions that best support the department to achieve its targets.
Proactively work with others to drive delivery of the Commissions purpose and wider objectives. Be the voice of the customer by reporting on themes identified through correspondence and complaints to influence and drive positive internal change.

Person specification

Person Specification

Essential Criteria

Ability:

Highly collaborative with strong interpersonal skills and a strong ability to motivate and engage.
Adaptable and resilient with the ability to operate at pace.
Excellent influencing skills to engage others and work effectively across key stakeholders and Commission staff.

Experience:

Experience of developing and leading a high performing team.
Experience handling contentious public-facing issues, casework, or complex complaints.
Strong analytical, written, and oral communication skills.
Improving the customer journey and user satisfaction in a professional environment and across different channels.
Experience of managing a large workload with evidence of planning and prioritising competing demands to ensure performance targets and deadlines are met.
Demonstrable experience of ability to grasp complex casework or legal concepts, and use this to draw objective risk-based conclusions; setting proportionate actions that meet business needs and resources

Technical:

Anticipate, investigate and resolve problems in systems, processes and services.
Knowledge of best practice in applying quality frameworks to decision making.
Handling data and information sensitively in accordance with the business procedures and/or law.

Behaviours

We'll assess you against these behaviours during the selection process:

Seeing the Big Picture
Changing and Improving
Leadership
Managing a Quality Service

Benefits

Alongside your salary of £44,027, Charity Commission contributes £12,754 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed.

Watch this short video to find out more about us.

We operate a flexible hybrid working policy where office attendance is combined with at least 3 days homeworking per week dependent on role requirements.

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.

We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 28.97%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our Perkbox and Edenred schemes. These include everything from an interest-free season ticket loan and bicycle loan (after two months) to discounts on gym membership, cinema tickets and restaurants. Please see the attached Charity Commission benefits document.

A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30 days per year.

The Charity Commissions operational ambition is to realise the Commissions values of being an expert regulator that is fair, balanced, and independent, which works in a way that is supportive, collaborative, and innovative to achieve our ambitions. We want to develop our capability to regulate charities to realise this goal and meet our statutory and public duties to ensure that charity in England and Wales can deliver maximum benefit to society in a way that upholds its reputation in the eyes of the public.

Work at the Charity Commission and youll make a difference every day to:

The 170,000 charities of all shapes and sizes that we regulate across England and Wales.
The trustees we partner with and advise.
The people and causes that benefit from the £10bn generously donated each year by the public.

Find out more about working for us here.

To note: Any move across the Civil Service on or after 4 October 2018 may have implications on an employees ability to carry on claiming childcare vouchers.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths, Ability and Experience.

After submission of the first stage of your application you will be invited to complete a Civil Service Verbal Test, Civil Service Management Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 11/08/2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

You will be directed to the Talogy - True Talent Scheduled Maintenance Window Webpage for online tests during an outage.

Please note: Our online test supplier will be performing scheduled maintenance between BST 3 p.m. and midnight (ET (US Eastern) 10am-7pm) on the 02/08/2026 and 12 midday - 1 p.m. and 4 p.m. - midnight on 09/08/2026. You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

To apply for this post, you must complete an online application with the following:

A blind CV setting out your Job History/Full Qualifications/Previous skill and experiences.
A Personal Statement (maximum 750 words) demonstrating how you meet the essential criteria for the role outlined on the Job Description.

We will assess your CV and Personal Statement against the Essential criteria for the role.

We will ask you to carry out a scenario at interview and we will assess you against Strengths the following Behaviours at interview:

Seeing the Bigger Picture
Changing and Improving
Leadership
Managing a Quality Service

Interview Arrangements

Interviews will be taking place face to face in Liverpool

The sift is due to take place on the 11/08/2026

Interviews will be taking place on 20/08/2026 & 21/08/2026

We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.

At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.

We reserve the right to raise the score required at any stage of the process to manage numbers.

Behaviours:

The distinguishing Behaviours (the required skills, knowledge, and behaviours) for this role are set out in the Civil Service Behaviours Framework 2018 (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.

You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.

You must give evidence of your knowledge, skills, and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.

When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did, what your thought process was and what was the result.

This post is full time however those applicants who do or wish to work an alternative working pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.

Reasonable Adjustment:

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled persons, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional.

Reserve Lists:

If we have more successful candidates than available vacancies, we will hold a 12-month reserve list as standard.

During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.

Applying:

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly.

All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email [email protected]

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

Please note that late applications will not be accepted.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

New entrants are expected to join on the minimum of the pay band.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Jenny Stewart
Email : [email protected]

Recruitment team

Email : [email protected]

Further information

The Charity Commissions recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioners Recruitment Principles, and wish to make a complaint, then you should contact in the first instance [email protected].
If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web page here.

Apply Now

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complaints manager jobs in liverpool

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Details

Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Behaviours

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Further information