Customer Resolutions Manager

As our Customer Resolutions Manager, you'll lead the team responsible for resolving complex customer issues and complaints, ensuring every customer feels heard, supported and valued. More than simply fixing problems, you'll use customer insight, data and root cause analysis to identify why issues occur and help drive improvements across the business that prevent them from happening again.

This is a highly visible role with the opportunity to influence change at every level of the organisation. You'll work closely with senior leaders and teams across the business, acting as the voice of the customer and helping shape better products, services and experiences for everyone we support.

If you're passionate about customer experience, enjoy solving complex challenges, and thrive in an environment where you can make a real impact, we'd love to hear from you.

What you'll be doing

• Leading and developing a high-performing team focused on delivering outstanding customer outcomes.
• Taking ownership of complex customer issues and escalations, ensuring they are resolved quickly, fairly and effectively.
• Identifying recurring themes and root causes, then driving meaningful changes that improve the customer experience and prevent issues from recurring.
• Building strong relationships with senior stakeholders across the business, influencing decisions and championing customer-focused solutions.
• Acting as the voice of the customer, using insight, trends and data to shape business improvements and strategic priorities.
• Developing and evolving our approach to complaints and problem management, ensuring we're continuously improving how we support customers.
• Partnering with leadership teams to review customer journeys and identify opportunities to make them simpler, smoother and more effective.
• Producing and sharing meaningful insights, management information and performance reporting that helps drive better decision-making.
• Ensuring incidents, risks and customer impacts are managed and communicated appropriately.
• Creating a culture where customer advocacy, continuous improvement and accountability are at the heart of everything we do.

What we're looking for

We're looking for a customer-focused leader who thrives on solving problems, driving improvements and creating great customer experiences.

You'll bring:

• Experience leading, coaching and developing high-performing teams.
• A strong background in managing customer complaints, escalations or complex issues.
• Excellent stakeholder management skills, with the ability to influence and challenge at all levels.
• Strong analytical and problem-solving abilities, using data and insight to drive lasting change.
• Outstanding communication and presentation skills.
• A highly organised approach, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Commercial awareness and a continuous improvement mindset.

Leadership responsibilities

• Lead, coach and support a team to deliver exceptional customer outcomes.
• Create an inclusive, high-performing culture where people can do their best work.
• Set clear objectives, manage performance and develop capability across the team.
• Build trusted relationships across the business and champion positive change for customers.