Job Description
City: Diss, Norfolk
State: South Norfolk, Norfolk; Norfolk; East of England; England
Company: Michelle Denny Recruitment Consultancy
Complaints Manager (with development into CX Lead)
Diss, Norfolk | Full-time | Hybrid | Salary: Up to £45,000
Are you confident handling complaints and ready to influence how customers are treated across the business?
We’re working with a growing insurance group who are looking for a Complaints Manager to lead their complex case handling – with the longer-term view of evolving the role into a Group Complaints and Customer Experience Manager.
If you’ve got the regulatory know-how and the mindset to improve customer journeys, this could be your next step.
In this role, you’ll:
– Manage escalated and sensitive complaints (FOS-level)
– Lead a small team with coaching and support
– Identify root causes and influence operational changes
– Prepare MI for senior leadership and FCA reporting
– Build CX capability into the function
What you bring:
– Experience with complaints in a regulated setting (insurance ideal)
– Confidence working across departments and with regulators
– Strong communication and analytical skills
– A genuine desire to improve how things are done
The culture?
Supportive, practical, values-led – with the autonomy to make the role your own.
Sound like you? Message Michelle Denny for more details or simply apply now.
