Customer Service Team Manager (Complaints)

Department: Customer Feedback, Commercial Markethill or Birkhill (full time 8-5 - office based - may consider hybrid) We are looking for a proactive and driven Customer Feedback Team Leader to champion the voice of the customer across our business. This is a hands-on leadership role where you will oversee the collection, analysis, and response to customer feedback, ensuring insights translate into meaningful improvements across our products, services, and customer experience. You will lead and develop a dedicated team, drive performance against KPIs, and work closely with cross-functional departments to ensure customer feedback shapes business decisions. Drive root cause analysis to support continuous improvement and cost control Act as a key liaison between customers and internal teams including Sales, Operations, Transport, Quality, and Customer Service ·         Escalate key risks, trends, and issues to senior leadership Conduct regular 1-2-1s and performance reviews ·         Oversee absence management, engagement, and performance Recommend and implement strategies to enhance the customer experience ·         Support business-wide continuous improvement initiatives ·         Minimum 2 years’ experience in a customer service, support, or feedback-focused role ·         Excellent communication and stakeholder management abilities ·         Proficient in Microsoft Office, particularly Excel and Word ·