Complaint Resolution Manager

Role purpose

Customer complaint handling

• Handle contacts received through the Group Customer Service inbox, including those forwarded by the CEO and other PLC or GMT members.
• Triage, prioritise and route enquiries to a Business Unit, Group handling or escalation to the Head of Customer Engagement.
• Log and acknowledge first-time complaints for the relevant Business Unit and forward cases for ownership and resolution.
• Directly manage less complex escalated complaints, ensuring responses are fair, clear, empathetic and consistent with agreed processes.
• Provide customers with timely, clear and professional acknowledgements and responses.

Team coordination and records

• Review draft complaint letters and customer communications for clarity, accuracy, professionalism, empathy and brand alignment.
• Liaise with regional Customer Service teams about complaint status and help progress actions effectively.
• Monitor complaint activity, identify overdue actions, escalate risks and support timely resolution.
• Act as NHOS and NHBC points of contact, coordinating information from Business Units and progressing cases.
• Maintain accurate complaint trackers, case records and action logs, storing information appropriately.
• Support the Head of Customer Engagement with record keeping, action tracking, information coordination and day-to-day operations.

Role expectations

• Act with professionalism, integrity and empathy in complaint handling and customer engagement.
• Build positive working relationships across Group Customer Service and regional Business Units.
• Support consistent, improving customer outcomes and clear, professional customer communications.

Description note