Customer Services have an opportunity to join the team as a Customer Relations (Complaints) Manager. This role is leading a team of experienced Complaints Specialists whose key responsibility is to deliver exceptional service to customers who’ve had cause to complain. The team also provide SME specialist support to our colleagues on the frontline, who are dealing with complaints at point of contact. The role will deal with escalated complaints including those from the executive and more complex cases that require more detailed investigation and a written final response. A key element of the role will involve working with the team on cases that have escalated to the Financial Ombudsman Service (FOS) reviewing case materials and preparing a response. The Customer Relations Manager will have full oversight of complaints cases and be responsible for delivering a timely resolution within the mandatory timescales as well as assessing the impact of complaints on the business, identifying root causes and driving business improvements that will improve customer satisfaction levels and prevent recurrences.