Complaints Manager / Customer Experience Team Manager at Innovation Group | Torre
Complaints Manager / Customer Experience Team Manager
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Innovation Group

Complaints Manager / Customer Experience Team Manager

Innovation Group
Emma
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You'll shape customer experience and drive business improvement through expert complaint resolution.
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Full-time

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Emma of Torre.ai
 about 2 hours ago

Requirements and responsibilities

Are you passionate about delivering outstanding customer outcomes and leading high-performing teams in a regulated environment?We have an exciting opportunity for an experienced Complaints Manager to join our business and play a key role in shaping customer experience, driving continuous improvement, and ensuring fair, compliant complaint resolution.As our Customer Experience Team Manager, you'll lead a team responsible for complaint handling and customer satisfaction activities, ensuring every customer receives a fair outcome while using feedback and root cause analysis to improve processes and prevent future complaints.What you'll be doing:Leading the end-to-end complaints process in line with FCA and Financial Ombudsman Service (FOS) requirementsEmbedding Consumer Duty, Treating Customers Fairly (TCF), and Vulnerable Customer principles across the teamManaging complaint investigations and reviewing outcomes to ensure quality and complianceAnalysing trends and root causes to drive business improvements and enhance customer journeysCoaching, mentoring, and developing a customer-focused teamBuilding strong relationships with customers, clients, and key stakeholdersMonitoring performance against KPIs and delivering excellent service standardsWhat we're looking for:Strong knowledge of FCA regulations, complaint handling requirements, and customer outcomesExperience working in a regulated environment, ideally within insurance or financial servicesProven leadership and people management experienceStrong analytical skills with experience using MI and data to identify trends and opportunitiesExcellent communication and stakeholder management skillsA passion for customer service and continuous improvementWhy join us?We're a business that puts customers first, challenges convention, and empowers our people to go above and beyond. We foster a collaborative, inclusive culture where innovation is encouraged, development is supported, and great ideas can thrive.If you're an experienced complaints professional ready to make a real impact on customer experience and business improvement, we'd love to hear from you.
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