Job description
We’re looking for an experienced Customer service Complaints Manager to lead and develop a high‑performing Customer Resolution / Complaints team within a regulated environment. This is a key leadership role focused on creating an exceptional customer experience, driving operational excellence and embedding a culture of ownership, improvement and customer‑centric thinking.
What you’ll do:
- Lead, coach and inspire a team of complaint‑handling specialists
- Drive continuous improvement using data and root‑cause insights
- Oversee policy, compliance, resourcing, performance and risk
- Represent the complaints function at governance forums
- Act as the escalation point for complex customer cases
- Influence cross‑functional colleagues to prevent issues at source
About you:
- Strong experience in complaints management within a regulated sector
- Proven ability to lead, motivate and develop high‑performing teams
- Skilled communicator able to influence at all levels
- Passionate about customer experience and service improvement
- Analytical mindset with the ability to turn insights into actions
- Strong stakeholder and relationship‑building skills
- Continuous improvement mindset; coaching qualification desirable
Extra information
- Status
- Open
- Education Level
- Secondary School
- Location
- Edinburgh
- Type of Contract
- Full-time jobs
- Published at
- 03-04-2026
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
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