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Complaints Resolution Manager
Hybrid (UK-based)
Full-time
Competitive salary
I am working in partnership with a national quality assurance organisation to recruit a Complaints Resolution Manager on their behalf. This organisation plays a vital role in supporting high standards across the home improvement sector and is committed to fairness, consumer protection, and continual improvement.
This is a fantastic opportunity to join a trusted, mission-led team that's making a real difference to consumers and businesses across the UK.
As Complaints Resolution Manager, you will lead on managing consumer disputes involving registered businesses. Your role will involve overseeing case management processes, ensuring timely and fair resolution of issues, and identifying opportunities to enhance outcomes through improved systems and insights.
What You'll Be Doing:
Manage a wide range of consumer disputes from initial triage through to resolution
Oversee the team inbox, ensuring cases are prioritised and handled efficiently
Communicate clearly and empathetically with consumers and businesses
Liaise with internal teams, external partners, and dispute resolution services
Escalate high-risk or complex disputes to senior management when needed
Monitor complaint trends and provide feedback for process improvement
Work closely with compliance teams where disputes highlight breaches
Support performance tracking, GDPR compliance, and policy updates
What You'll Bring:
Proven experience in dispute resolution or complaint handling
Ability to manage a high-volume caseload with professionalism and care
Excellent written and verbal communication skills
A calm, constructive approach to problem-solving
Strong interpersonal skills and emotional intelligence
Good understanding of regulatory frameworks and consumer rights
Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams, etc.)
What's in it for You?
Competitive salary
Bonus scheme based on performance
Company-funded pension (non-contributory)
Nine-day fortnight for improved work-life balance
Life assurance and access to a 24/7 employee assistance programme
Cycle to work and electric vehicle schemes
Health & dental cashback plan and a rewards platform
This is a key role in a values-driven organisation that genuinely puts quality and consumer care at the heart of what they do. If you're passionate about resolving disputes fairly and efficiently - and want to play a role in raising industry standards - I'd love to hear from you.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy.
Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.
