Salary: £35,000 per annum
Role type: Permanent, Full Time (37.5 hours per week)
Location: Remote first, in the Peterborough area. You must be willing to travel to the Peterborough for monthly team meets and to our London office once per month
Reporting to: Head of Customer Operations

THE ROLE

As the leader of our Complaints, Retentions and Reviews teams, you’ll be at the heart of championing the customer experience across every touchpoint—whether that’s helping to retain customers at a critical moment, resolving complex complaints with empathy and precision, or surfacing valuable feedback to drive continuous improvement. These teams play a vital role in understanding why customers may not be happy, identifying where we’ve fallen short, and ensuring we respond quickly, fairly, and consistently to turn experiences around.
You’ll guide a passionate group that’s committed to exceeding expectations—not occasionally, but for every customer, every time. Working across multiple functions, you’ll provide key insight into customer sentiment, support regulatory compliance, and help shape future services based on real feedback. Success in this role is measured by the speed and quality of issue resolution from review, the ability to retain customers, and the improvements you help drive throughout the wider business.

RESPONSIBILITIES:

• Lead and inspire the Complaints, Retentions, and Reviews teams to deliver exceptional service, fair customer outcomes, and high levels of satisfaction.
• Develop and implement retention strategies by building effective toolkits, enhancing save processes, and resolving complaints efficiently and empathetically.
• Oversee daily operations, ensuring that team performance consistently meets KPIs such as resolution times, complaint uphold rates, retention rates, and regulatory standards (e.g., FCA, DRO).
• Maintain expert knowledge of regulatory requirements and ensure all complaint handling and customer interactions are compliant and risk-aware.
• Manage communications for high-risk and complex complaints, ensuring clear, fair, and timely communication with customers.
• Generate and present regular reports on complaints trends, volumes, root causes, retention outcomes, and regulatory returns.
• Leverage data and insights from complaints, reviews, and feedback to identify opportunities for service improvements and reduce preventable complaints.
• Champion the customer voice across the organisation by highlighting themes and systemic issues, driving positive change across teams and processes.
• Collaborate cross-functionally with teams such as Customer Care, Repairs, Product, Legal, and Sales to resolve root causes and deliver seamless customer experiences.
• Coach, mentor, and develop team members, fostering a high-performance culture that prioritises fairness, empathy, and accountability.
• Provide actionable insights and regular updates to senior leadership on team performance, customer sentiment, and risk exposure.
• Support the evolution of customer-focused policies to ensure consistent, fair, and transparent decision-making across all customer touchpoints.
• Manage risk and reputational impact by ensuring robust complaint escalations, fair outcomes, and alignment with regulatory expectations.