Complaints Manager

This role leads the most complex and high-risk customer complaints, acting as the final escalation point while balancing fair customer outcomes with strong commercial decision-making.

It's a hands-on leadership position focused on improving Aftersales performance, cost control, compliance and customer experience.

Client Details

The business is a fast-growing, FCA-regulated organisation operating within the automotive finance space, with a strong performance-led contact centre environment. It combines commercial focus with a genuine commitment to customer outcomes, continuous improvement and doing the right thing in a highly regulated setting.

Description

As Complaints & Aftersales Manager, you'll take ownership of the most complex, sensitive and high-risk customer cases, acting as the final escalation point while driving improvements across the wider Aftersales and Customer Care operation.

You'll work closely with dealerships, lenders and internal commercial stakeholders, balancing fair customer outcomes with cost control and regulatory compliance.

This is not a volume-driven complaints role - it's about judgement, leadership, influence and continuous improvement.

• Leading the handling of complex, high-risk and escalated customer complaints as the final decision-maker
• Managing high-value and sensitive cases involving customers, dealerships and lenders
• Driving cost-reduction initiatives across Aftersales and Customer Care without compromising customer outcomes
• Working closely with lenders and commercial stakeholders to challenge costs and agree fair, sustainable resolutions
• Building and maintaining strong relationships with dealerships and third-party partners
• Ensuring full compliance with FCA regulations and Consumer Duty requirements
• Identifying complaint trends, root causes and operational risks, implementing preventative improvements
• Producing clear reporting, insight and recommendations for senior stakeholders
• Leading, motivating and developing the Aftersales team, delegating effectively and supporting progression
• Championing continuous improvement across customer experience, operational efficiency and compliance

Profile

We're looking for a committed, commercially minded leader who is comfortable operating independently and influencing at senior level.

• At least a few years' experience in an FCA-regulated Aftersales or Complaints environment
• Strong automotive sector knowledge, including business relationships, repairs and post-sale processes
• A solid understanding of FCA regulation, Consumer Duty and complaints best practice
• A commercial, cost-conscious mindset with the confidence to challenge constructively
• Excellent stakeholder management and negotiation skills
• Proven leadership experience, with the ability to motivate, develop and retain high-performing teams
• Strong analytical capability, using data and insight to drive operational improvement

Working hours for this role will be 9am - 6pm Monday to Friday in Central Manchester.

Job Offer

• Salary up to 50,000
• Monday to Friday only - no weekends
• Stunning, modern offices with a full-time, office-based environment
• A true leadership role with real responsibility and ownership
• Clear career progression within a growing, regulated organisation
• Strong investment in training and development
• Volunteer days to support causes that matter to you
• Free drinks in the office
• Excellent company-wide benefits, including family-friendly support
• A second-to-none culture built on trust, performance and doing the right thing