Complaints manager Work, Jobs in Preston, Lan (with Salaries)

Customer Relations Team Manager
Davies —Preston
- Full-time
- Hybrid work
- Continuous improvement
- Training & development
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
Operations Manager Niche and DER
Davies —Preston
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Conflict management
- Employee assistance programme
- Employee discount
Quick apply
Customer Case Manager
ENWL —Preston
- £35,000 - £38,500 a year
- Continuous improvement
- Annual leave
- Employee assistance programme
Head of Quality
PH Care Group —Preston
- £60,000 - £65,000 a year
- Full-time
- Writing skills
- Continuous improvement
- Travel
- Free parking
- Health & wellbeing programme
Quick apply
14d
Fraud Officer - Southport
Department for Work and Pensions —Southport
- £32,137 a year
- Overtime
- Hybrid work
- Presentation skills
- Travel
- Leadership
- Annual leave
- Employee assistance programme
2d
Responsible Individual / Area Manager – Residential Childcare
Northridge Care Group —Preston
- Up to £70,000 a year
- Full-time
- Management
- Travel
- In-person
- Free parking
- Annual leave
Quick apply
1d
Regional Operations Manager
Blue Ribbon —Warrington
- Up to £60,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Continuous improvement
Quick apply
9d
Customer Success & Membership Administration Manager
First Kick Mini Kickers —Walton le Dale
- £25,000 - £32,000 a year
- Full-time
- CRM software
- Computer skills
- In-person
- Free parking
- Flexitime
Quick apply
Night Manager
Village Hotels - Blackpool - Reception / Nights —Blackpool
- Up to £30,000 a year
- Part-time
- Hotel
- Front desk
- Employee assistance programme
- Gym membership
Quick apply
Operational Support Officer
HM Courts & Tribunal Service —Preston
- £20,001 - £30,000 a year
- Full-time
- Hybrid work
- Customer service
- Presentation skills
- Organisational skills
- Annual leave
- Employee discount
11d
General Manager
Hospitality: Mill Farm Sports Village, Dixon Grange, Sedgewick Scott —Preston
- Up to £47,000 a year
- Hotel
- Budgeting
- Employee discount
Senior Administrative Officer - Public Protection
HM Prison & Probation Service —Blackburn
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Outlook
- English
- Annual leave
- Employee discount
Probation Officer POM - HMP Preston
HM Prison & Probation Service —Preston
- £30,001 - £50,000 a year
- Full-time
- Hybrid work
- English
- Presentation skills
- Bachelor's degree
- Annual leave
- Employee discount
11d
Retail Manager
Singhandkumar limited —Lancaster
- £26,000 - £30,000 a month
- Full-time
- Computer literacy
- English
- Business development
- Store discount
- Employee discount
Quick apply
3h
Workplace Wellbeing Co-ordinator
Ministry of Justice —Leyland
- £30,001 - £40,000 a year
- Full-time
- Hybrid work
- Presentation skills
- Human resources
- Training & development
- Annual leave
- Employee assistance programme
18h
Hotel Front Office Manager
The Dalmeny Resort Hotel —Lytham St. Annes
- £33,000 - £37,500 a year
- Weekend availability
- Hotel
- Front desk
- In-person
- Free parking
- Gym membership
Quick apply
2d
Operational Support Officer
HM Courts and Tribunals Service —Preston
- £25,582 a year
- Full-time
- Hybrid work
- Customer service
- Presentation skills
- Organisational skills
- Annual leave
10d
Retail Manager
Lancaster Superstore —Lancaster
- £26,000 - £30,000 a month
- Full-time
- Computer literacy
- English
- Business development
- Store discount
- Employee discount
Quick apply
3h
Customer Banking Agent
Capita —Preston
- £27,032 - £30,032 a year
- Full-time
- Hybrid work
- Communication skills
- Banking
- Annual leave
- Work from home
CQC Registered Manager – Secure Mental Health Transport
Nexvia Secure —Blackburn
- £55,000 - £65,000 a year
- Full-time
- Hybrid work
- Management
- Presentation skills
- Organisational skills
- Free parking
Quick apply
6d

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Customer Relations Team Manager

Davies -
Preston

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Job details

Permanent | Full-time

Benefits

Cycle to work scheme
Company pension
Employee assistance programme
Employee discount
Sabbatical
Referral programme

Qualifications

Financial Conduct Authority guidelines
Succession planning
Stakeholder liaison
GCSE
Complaint handling
Change management
Continuous improvement
Continuous improvement cycles oversight
Risk management
Professional development mentoring
Customer interaction
Training & development
Root cause analysis
Leadership
Team motivation leadership
Communication skills
Analytics

Full job description

Description

This is a fantastic opportunity the best candidates in customer relations and complaints leadership are motivated by customer advocacy, leadership, regulatory excellence and making a genuine impact on customer outcomes.
Customer Relations Team Manager

Customer Relations & Customer Experience Preston | Hybrid Working

Exceptional customer experiences don't happen by chance. They are created by passionate leaders who empower their teams to do the right thing, every time.

We're looking for an experienced Customer Relations Team Manager to lead a multi-disciplined team responsible for customer complaints, escalated contacts, Financial Ombudsman Service referrals and customer advocacy across our insurance claims business.

This is a pivotal leadership role where you'll influence customer outcomes, drive regulatory excellence and help shape how we continually improve our service. You'll lead a talented team of Customer Relations Handlers, Senior Handlers, FOS Specialists and Administrators, creating a culture that puts customers at the heart of everything we do.

If you're passionate about leadership, customer fairness and delivering outstanding service in a regulated environment, we'd love to hear from you.

What will your day look like:

As Customer Relations Team Manager, you'll be responsible for ensuring complaints and customer concerns are investigated thoroughly, resolved fairly and handled in line with FCA regulations, Consumer Duty principles and industry best practice.

You'll be the driving force behind a high-performing team, using insight, coaching and operational expertise to enhance quality, improve customer outcomes and identify opportunities to strengthen our wider business processes.

This is a role where you'll make a genuine difference, not only to customers, but also to the development of your people and the future success of the business.

Lead, motivate and develop a multi-disciplined team of Customer Relations professionals.
Create a culture of accountability, collaboration and continuous improvement.
Deliver regular coaching, mentoring and performance reviews to help colleagues reach their potential.
Foster employee engagement, wellbeing and career development.
Identify future talent and succession opportunities across the function.
Build confidence and capability within the team through effective leadership and support.

Oversee the investigation and resolution of customer complaints and escalated enquiries.
Ensure complaints are resolved fairly, consistently and within regulatory deadlines.
Act as escalation point for complex, sensitive or high-risk customer cases.
Promote customer advocacy by ensuring vulnerability, distress and individual customer circumstances are fully considered.
Maintain exceptional standards of customer communication, both written and verbal.
Review and approve complaint responses and redress proposals where appropriate.

You'll serve as a regulatory expert and champion best practice across the function, maintaining compliance with:

FCA requirements
Consumer Duty
DISP Complaint Handling Rules
Treating Customers Fairly principles
ICOBS requirements
GDPR and Data Protection legislation
Financial Ombudsman Service expectations
Vulnerability guidance and customer outcome frameworks

You'll also ensure regulatory developments are embedded effectively into operational processes and colleague training.

Analyse complaints data, customer feedback and operational MI to identify trends and opportunities.
Monitor service levels, complaint volumes, FOS referrals, uphold rates and quality outcomes.
Conduct root cause analysis and support business-wide improvement initiatives.
Use customer feedback and complaint insight to influence process improvements across the wider claims operation.
Partner with key stakeholders to deliver meaningful change that improves customer outcomes and operational performance.

Work closely with insurers, clients, operational teams, compliance, risk and senior leadership.
Act as a trusted expert on complaint handling, customer outcomes and regulatory expectations.
Support wider business initiatives that enhance customer experience and service quality.

Knowledge and Abilities:

Proven leadership experience within a customer relations, complaints or insurance claims environment.
Strong background managing complaints within regulated insurance or financial services businesses.
Experience leading complaint handlers, FOS specialists and customer support functions.
Track record of improving customer outcomes, quality standards and operational performance.
Experience using management information and complaint data to influence business decisions.
Strong stakeholder management and change leadership experience.

You'll bring a thorough understanding of:
FCA regulations and conduct requirements

Consumer Duty expectations
DISP Complaint Handling Rules
Financial Ombudsman Service processes
Insurance claims and customer service best practice
Customer vulnerability frameworks
Risk management and compliance standards

Inspirational people leader who develops high-performing teams.
Strong coaching and performance management capability.
Excellent decision-making and problem-solving skills.
Passion for delivering fair customer outcomes.
Skilled at handling complex and sensitive customer situations.
Analytical and data-driven approach.
Excellent communication and relationship-building skills.
Organised, resilient and able to manage multiple priorities.
Committed to continuous improvement and operational excellence.

You'll play a vital role in delivering outstanding customer outcomes and regulatory performance, with success measured through:

Complaint resolution quality and timeliness
Customer satisfaction outcomes
FOS referral and uphold rates
Consumer Duty performance measures
Audit and compliance results
Team engagement and retention
Productivity and service delivery metrics
Root cause identification and business improvement initiatives

GCSE (or equivalent) in English and Mathematics.
Commitment to continuous professional development.
Demonstrable knowledge of FCA regulation, Consumer Duty, DISP, ICOBS and Financial Ombudsman Service requirements.

#INDUKI

Benefits

Career & Purpose

Davies Innovation Lab
Leadership training programme
Funding for professional qualifications
Thrive at Davies; learning opportunities

Environmental & Social

The Davies Foundation
Local charity funding
Pennies To Heaven
Employee Resource Groups
Employee volunteering programme

Financial Health

Pension, 5% employee and 5% employer contribution
My Choices at Davies provides; High Street discounts and Financial wellbeing hub
Life assurance: x4
Refer a Friend
Cycle to Work Scheme
Lease car salary sacrifice
Davies Incentive Plan
Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

Wellbeing centre; move, munch, money & mind focus
Discounts with 100's of UK retailers
EAP; 24/7 confidential helpline
25 days holiday, increases to 26 days after 5 years and 27 after 10 years
Flexible working
Dress for your day
Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan

About Davies

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.

We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.

Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.

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Refine Your Search

complaints manager jobs in preston, lan

Customer Relations Team Manager

Operations Manager Niche and DER

Customer Case Manager

Head of Quality

Fraud Officer - Southport

Responsible Individual / Area Manager – Residential Childcare

Regional Operations Manager

Customer Success & Membership Administration Manager

Night Manager

Operational Support Officer

General Manager

Senior Administrative Officer - Public Protection

Probation Officer POM - HMP Preston

Retail Manager

Workplace Wellbeing Co-ordinator

Hotel Front Office Manager

Operational Support Officer

Retail Manager

Customer Banking Agent

CQC Registered Manager – Secure Mental Health Transport

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