Complaints Manager Job at Goodman Masson (London)

Complaints Manager

End‑to‑end ownership of complex, high‑risk complaints, including P1 and CEO‑leve...

Location

United Kingdom

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Takes end‑to‑end accountability for complex complaints including senior and P1 complaints, delivering fair, defensible outcomes under pressure
Applies strong professional judgement, balancing customer fairness, regulatory compliance, financial risk and Vodafone’s wider interests
Demonstrates high regulatory and governance awareness, ensuring decisions are compliant, auditable and proportionate to risk
Uses systems, data and insight to identify root cause, inform outcomes and reduce future risk
Communicates clearly and confidently with customers and senior stakeholders, working cross‑functionally to resolve high‑risk complaints

Job Responsibility

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

What we offer

Excellent basic salary
bonus
up to 28 days off plus bank holidays
paid time for charity work
discounts
vouchers
pension plan
learning tools
top-notch parental leave policies

Fulltime

Complaints Manager

Key Responsibilities: Reviewing and overlooking ongoing cases with your team, ad...

Location

Pakistan , Rawalpindi

Salary:

Not provided

Translation Empire

Expiration Date

Until further notice

Requirements

2 years’ experience working within a similar role
Excellent understanding of complaint handling
Experience embedding internal strategies to minimize complaint handling time
Excellent analysis and excel skills
Self-motivated and a strong ability to work collaboratively with different teams across the business
Excellent levels of attention to detail to ensure you work is accurate and of high quality

Job Responsibility

Reviewing and overlooking ongoing cases with your team, advising on ways to improve the service and streamline current processes
Maintaining data and generating reports on trends
Working to and achieving SLAs and KPIs in line with the specific customer contract
Root cause and trend analysis to reduce complaints by identifying key areas for improvement
Provide regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures
Develop and execute complaint processes which create a seamless, more efficient and streamlined customer experience
Overlook and manage your teams tasks with clear expectations on a daily, weekly and monthly basis
Drive team performance and motivate your team via continuous coaching, training and mentoring
Work with teams across the business to ensure that the customers and the service user are at the heart of everything that we do and all correspondence with customers meet our standards
Identify any areas for learning and development for internal employees

Fulltime

Quality and Complaints Manager

To act as the organisation’s lead professional for complaint handling and qualit...

Location

United Kingdom , London

Salary:

40508.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Hold a valid Money and Pension Service accredited qualification in debt advice
A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice
Demonstrates a strong understanding of advice areas, with particular expertise in FCA regulations, MaPS quality frameworks, and the Mental Health Crisis Breathing Space Regulation
Significant experience managing complaints and quality processes within a regulated advice
Proven experience in complaint resolution, creditor negotiation, and stakeholder management
Ability to analyse complex cases and identify systemic issues or risks
Experience developing and implementing service improvement plans
Excellent communication and influencing skills at all levels
Strong analytical, reporting, and decision-making ability
Ability to manage competing priorities and meet tight deadlines

Job Responsibility

Lead the end-to-end management of all client complaints, overseeing first-stage advice service resolutions and directly managing escalated complaints, while contributing regulatory insight to team discussions on MHCBS and Regulation 17 creditor challenges
Ensure timely, accurate, and fair resolution in accordance with FCA and MaPS complaint-handling procedures
Act as the organisational escalation point for complex or high-risk advice-related complaints, including cases involving direct client or creditor challenges under MHCBS and Regulation 17
Liaise with external stakeholders, creditors, and partners to resolve disputes and maintain strong working relationships
Maintain an accurate and auditable record of all complaints, decisions, and resolutions
Work with the Head of Quality and Compliance to monitor compliance with regulatory frameworks and internal policies
Conduct audits and case reviews to identify trends, risks, and opportunities for improvement
Support the design and implementation of quality-improvement plans, policies, and tools
Provide regular reporting to senior leadership, highlighting trends and risks across services
Translate insights from complaints and audits into practical service improvements

Fulltime

Complaints Market Manager (Germany)

We invite you to contribute into shaping the future of digital banking in the Co...

Location

Spain , Madrid

Salary:

Not provided

N26

Expiration Date

Until further notice

Requirements

Fluency in German and English – these are mandatory requirements. Spanish, Italian or French skills are a plus. This role requires either an university degree in law with a solid understanding of German or other European civil, consumer or banking law, or related, or a strong carrier track in the same field. Practical experience in this field is a plus. Several years of relevant experience in complaints handling, legal / regulatory casework, or customer‑facing legal operations in the banking, payments or financial services industry. Experience in working with financial regulators, ombudsman schemes or other public authorities is a strong plus. Strong analytical mindset combined with excellent investigation and writing skills in German
you can independently carry out accurate legal research and translate complex issues into clear customer‑friendly explanations. Demonstrated ability to run and improve operational processes at scale, including identifying root causes, closing control gaps and implementing pragmatic solutions. Hands‑on experience with CRM tools (ideally Salesforce) and process management tools such as Jira and Confluence, or the ability to get up to speed quickly. High sense of ownership, resilience and pragmatism
you use your time effectively, prioritize under strict deadlines and keep a cool head when dealing with sensitive cases. A collaborative mindset – you enjoy working in a motivated, international team while being comfortable taking autonomous decisions within your remit.

Job Responsibility

Co-manage the team of the highly motivated team of associates and analysts, who deliver end‑to‑end handling of customer or authority‑escalated complaints for the German and other relevant markets
Support the other markets teams’ management, ensuring fair, timely and compliant resolutions
Collaborate with the market manager, acting as a primary point of contact for German‑speaking authorities and external dispute resolution bodies, preparing and submitting high‑quality responses and evidence
Support the market management in coordination and preparation audit‑ready documentation for complaints processes in your scope, partnering closely with internal audit, Compliance, Legal and Risk teams
Lead and drive cross‑functional initiatives to tackle root causes of complaints, improve processes, and reduce operational and regulatory risk across markets
Provide subject‑matter expertise on German consumer, banking and payments regulations in the context of complaint handling, and support impact assessments for new products and features
Mentor complaints analysts in Madrid, fostering a culture of quality, ownership and continuous improvement in German‑language complaints handling
Monitor KPIs and SLAs for your markets, proactively identifying risks, inefficiencies and trends, and translating them into actionable improvements, particularly in terms of capacity-related risks and planning
Have a substantial degree of autonomy, taking ownership from issue identification to implementation and follow‑up

What we offer

Personal development budget
Discounted public transit pass (selected locations)
German language classes
Fitness memberships
Childcare services (selected locations)
N26 premium bank card
Employee loans
Your choice of a Mac or Windows laptop
26 vacation days per year, with an additional day for each year of service – up to 30 days
Relocation package with visa support for those who need it

Fulltime

Customer Service Representative

Location

United States , Victor

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or equivalent required
associate or bachelor's degree preferred
Previous customer service, call center, administrative, or client support experience preferred
Excellent verbal and written communication skills
Strong problem-solving and conflict-resolution abilities
Ability to multitask, prioritize, and manage time effectively
Strong attention to detail and accuracy in data entry and documentation
Proficiency with Microsoft Office and customer management systems or CRM platforms
Ability to remain professional and calm in fast-paced or challenging situations

Job Responsibility

Respond to customer inquiries in a timely and professional manner by phone, email, chat, or other communication channels
Resolve customer concerns, complaints, and service issues with empathy and accuracy
Provide information about products, services, policies, and procedures
Process orders, returns, cancellations, account updates, and service requests
Document customer interactions, issues, and resolutions in CRM or internal systems
Escalate complex or unresolved issues to the appropriate department when needed
Follow up with customers to ensure issues have been resolved satisfactorily
Maintain a high level of product knowledge and stay current on company updates
Meet performance standards for response time, quality, customer satisfaction, and productivity
Collaborate with internal teams to support customer needs and improve service processes

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan
Free online training

Customer Service Representative

Our client is in need of a detail-oriented Customer Service Representative! This...

Location

United States , Cibolo

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Previous experience in customer service, call center support, or a similar high-volume administrative role
Strong background in order entry, inbound call handling, and purchase order processing
Ability to manage multiple tasks with accuracy and stay organized in a fast-paced setting
Experience supporting customers and internal sales teams within a manufacturing or production environment
Comfortable working across departments, including accounting, warehouse, and operations teams
Proficiency with standard business systems and the ability to learn manufacturing ERP platforms such as Plex
Effective written and verbal communication skills with a detail-oriented and service-focused approach

Job Responsibility

Respond to inbound customer calls and emails, providing timely assistance with questions, requests, and service concerns
Enter and manage customer orders accurately while coordinating with internal teams to keep processing on schedule
Support sales staff with administrative tasks, order updates, and follow-up activities that help maintain strong customer relationships
Investigate customer issues and work with the appropriate departments to resolve complaints, returns, or credit-related matters
Create and maintain organized customer records, item details, and specification documentation based on provided information
Process purchase orders for materials and supplies needed to support production requirements
Communicate order revisions and other changes to the appropriate stakeholders to ensure alignment across teams
Monitor inventory activity and warehouse stock levels, reviewing usage trends and replenishment needs to support customer demand

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Fulltime

HR Generalist - SeniorLIFE+

The HR Generalist is responsible for providing support to managers and employees...

Location

United States , Lititz

Salary:

Not provided

Aramark

Expiration Date

Until further notice

Requirements

2 + years of experience in employee relations or related experience
Bachelor’s degree in HR or a equivalent experience required
Strong written and verbal communication skills
able to communicate with tact and diplomacy
Ability to influence others on policies, practices, and procedure
Effective at capturing and synthesizing information from multiple parties
Solid understanding of employment laws
Ability to handle sensitive and highly personal information daily and maintain confidentiality in a mature and insightful manner
Proficient in Microsoft Office and experience with case management technology preferred
Bilingual preferred

Job Responsibility

Resolve general employee relations issues
provide direction and recommendations to all levels of leadership, ensure fairness and consistency of policy and practice
Provide consultation to managers on policies and compliance regarding employment-related matters
Investigate and resolve employee complaints, issues, and concerns regarding employment practices originating from the employee hotline and other sources
Conduct interviews and prepare relevant documentation using investigation guidelines
Recommend appropriate resolution of complaints, develop action plans and follow up to ensure completion
Interact with internal (COs, Field HR) and external resources (vendors) to acquire needed information to lead work to completion
Coordinate all leave of absence cases to include general administration, comprehensive case management, and compliance with all related policies and employment laws
Review dashboard metrics daily to optimize efficiency and ensure work is completed in accordance with service level agreements (SLAs)
Assist with HR projects and initiatives as the need arises

Fulltime

Operations Supervisor

Join us where the legend of Robin Hood lives on among the pines of Sherwood Fore...

Location

United Kingdom , Edwinstowe

Salary:

13.21 GBP / Hour

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Previous experience in maintenance or a similar hands-on role
A full clean UK driving license
Experience in a supervisory or team leader role
Good understanding of health and safety standards and safe working practices
Ability to work independently and use initiative, as well as collaboratively within a team
Friendly, approachable, and respectful in all interactions with colleagues and guests
Efficient and proactive, with a strong focus on completing tasks to a high standard
Self-motivated with a positive, can-do attitude
Strong time management skills, with the ability to prioritise and meet deadlines
Effective leadership skills, with the ability to support, guide, and develop team members

Job Responsibility

Support the Operations Manager in the day-to-day running of site operations, ensuring high standards are maintained year-round
Supervise and support the Support Crew, providing guidance, training, and performance feedback
Ensure all daily operational tasks are completed efficiently, safely, and to a high standard
Deliver hands-on training to team members to build skills and maintain consistency across the team
Carry out general maintenance tasks, including basic repairs, use of tools, decorating, and machinery upkeep
Conduct routine inspections of cabins to ensure all facilities are fully operational and well-maintained
Perform regular hot tub maintenance, including cleaning, water quality checks, and basic troubleshooting to ensure a safe and enjoyable guest experience
Respond promptly and effectively to guest issues, including plumbing, heating, hot water, and appliance faults
Troubleshoot and resolve maintenance problems with a proactive, solutions-focused approach
Assist with the maintenance and upkeep of the mountain bike fleet, ensuring all equipment is safe and functional

What we offer

Generous holiday allowance
Performance-based bonuses (5% bonus paid quarterly)
Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay)
Long service awards and company events
Pension scheme
One full paid day to volunteer
Subsidised meals
Health cash plan and life assurance
Wellbeing events and activities
Discounted and last-minute stays at Forest Holidays and Sykes Cottages

Fulltime

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Complaints Manager

Job Description

Job Responsibility

Requirements

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Complaints Manager

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