Complaints Manager

End‑to‑end ownership of complex, high‑risk complaints, including P1 and CEO‑level complaints, delivering timely, fair and well‑reasoned outcomes that balance customer, commercial and regulatory requirements while managing sensitive interactions through to resolution. Act as a trusted escalation point for Senior Leadership and key stakeholders, providing clear case summaries, risk assessments and recommendations to support confident decision‑making on issues with regulatory, reputational or operational impact. Maintain strong subject‑matter expertise in complaint handling requirements and internal policy, ensuring complaint governance, decision rationale, evidencing and audit standards are consistently met within regulatory timescales. Resolve complaints across multiple technical and commercial domains, including Broadband, Fixed, SOHO and SME, working cross‑functionally with Sales, Technology, Finance, Regulatory and Partner teams to diagnose root cause and deliver coordinated outcomes. Identify emerging complaint risks, trends and systemic issues, escalating insight where required and contributing to fix‑forward and continuous improvement activity to reduce repeat complaints, strengthen controls and improve customer outcomes.