Complaints Manager

As our Complaints Manager , you’ll be the champion of customer care, managing and resolving escalated complaints with empathy, professionalism, and efficiency. You will build, and implement robust complaints-handling processes, and work cross-functionally to prevent recurring issues. Your ultimate goal? To transform challenges into opportunities that strengthen trust and brand loyalty. Key Responsibilities Complaint Handling & Resolution Lead the management of all escalated customer complaints across multiple channels (email, phone, social media, live chat, and retail). Investigate complaints thoroughly, ensuring fair outcomes in line with company policies and consumer rights. Communicate resolutions clearly, empathetically, and in line with the P. Louise brand voice. Process & Compliance Develop and maintain a structured complaints procedure that is compliant with consumer regulations and industry best practice. Monitor trends in complaints data, producing regular reports with insights and recommendations for improvements. Ensure timely responses within agreed SLAs while maintaining the highest level of customer satisfaction. Collaboration & Continuous Improvement Partner with Product, Marketing, Operations, and Logistics teams to address root causes of complaints. Feed insights back into the business to drive continuous improvement in products, packaging, delivery, and service. Represent the “voice of the customer”, ensuring customer experience remains central to decision-making. Skills & Experience Proven experience in complaints management, customer experience, or a related customer-facing leadership role. Strong knowledge of consumer rights and regulatory standards. Excellent communication skills with the ability to diffuse challenging situations calmly and professionally. Data-driven mindset – confident in analysing complaints trends and presenting findings. A passion for beauty, creativity, and delivering outstanding customer experiences.

Location: Stockport, UK, GB

Posted Date: 9/14/2025