Complaints Manager

Complaints Manager | £30K + Bonus | On-Site | August Start

I’m currently supporting a well-established organisation within a regulated industry who are looking to bring in experienced Complaints Managers to join their team.

This is a fantastic opportunity for someone who thrives in a fast-paced environment and has complaint handling as a core part of their role, not just an add-on.

What you’ll be doing:

• Managing complex complaints across multiple channels (including escalations via senior stakeholders and external bodies)
• Conducting thorough investigations to identify root causes and service failures
• Delivering fair, balanced resolutions while maintaining commercial awareness
• Feeding insights back into the business to drive continuous improvement
• Managing complaint lifecycles end-to-end, ensuring timely and efficient resolution

What they’re looking for:

• Strong experience in dedicated complaints handling roles
• Excellent communication skills, both written and verbal
• Confident handling challenging conversations with empathy and professionalism
• Ability to balance customer outcomes with business policies
• Background in regulated environments (utilities, financial services, etc.) is highly desirable

What’s on offer:

• £30K salary + up to 20% bonus
• Clear progression and development opportunities
• The chance to play a key role in improving customer experience and processes

Location: Fully site-based in Edinburgh

If you’re passionate about resolving customer issues properly and influencing wider business improvements, I’d love to speak with you.

Drop me a message or apply directly to find out more.

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