Job Title: Customer Complaints Director
Location: Leeds
Salary: up to 60k + Bonus + Benefits
Role Purpose
The Customer Complaints Director (B2C) leads the end-to-end complaints strategy across a high-volume consumer environment, ensuring fast, fair, and customer-centric resolution of issues.
This role is critical in protecting and enhancing brand reputation, reducing customer churn, and using complaint insight to drive continuous improvement across the entire customer journey.
Key Responsibilities Strategic Leadership
Define and deliver a B2C complaints strategy that balances customer outcomes, regulatory compliance, and commercial objectives
Position complaints as a key source of customer insight to influence business-wide decision-making
Act as the voice of the consumer at executive and board level
Operational Leadership (High Volume)
Lead large-scale complaints operations across multi-channel environments (contact centre, digital, social media, written correspondence)
Ensure efficient handling of high complaint volumes while maintaining quality and fairness
Drive improvements in speed to resolution, first contact resolution, and consistency of outcomes
Customer Experience & Brand Protection
Ensure complaint handling reflects the organisation’s brand values and customer promise
Minimise negative customer experiences that could impact retention, loyalty, and public perception
Manage escalations, including social media and executive complaints, with appropriate urgency and care
Insight & Continuous Improvement
Use complaint data, trends, and root cause analysis to identify systemic issues across the customer journey
Partner with Product, Marketing, Digital, and Operations to eliminate recurring pain points
Reduce overall complaint volumes through proactive improvements and preventative actions
Regulatory & Risk Management
Ensure compliance with all relevant consumer regulations and complaint handling standards
Maintain robust governance, audit trails, and reporting frameworks
Act as escalation lead for high-risk or reputationally sensitive cases
Culture & Capability
Build a customer-first, resolution-focused culture within complaints and wider customer teams
Lead and develop senior managers and large operational teams
Embed coaching, quality assurance, and performance frameworks to drive consistency
Stakeholder Engagement
Work cross-functionally to influence improvements in customer journeys, products, and services
Present insights, risks, and recommendations to senior stakeholders and executive leadership
Collaborate with Commercial teams to identify opportunities for retention and revenue protection
Transformation & Efficiency
Drive automation, digital enablement, and self-service solutions where appropriate
Improve operational efficiency and reduce cost per complaint
Lead transformation initiatives to modernise complaints handling
Key Accountabilities
Customer satisfaction following complaint resolution
Reduction in complaint volumes and repeat complaints
Speed and quality of resolution
Customer retention and churn reduction
Regulatory compliance and audit outcomes
Cost to serve and operational efficiency
Team engagement and performance
Required Experience
Senior leadership experience within B2C complaints, customer service, or contact centre operations
Proven experience managing high-volume customer environments
Strong track record of improving customer experience and reducing complaints
Experience in regulated B2C sectors (e.g., Financial Services, Telecoms, Utilities, Retail) preferred
Demonstrated success in using customer insight to drive business change
Experience leading large teams and influencing at executive level
Skills & Competencies
Strong customer-first mindset with commercial awareness
Ability to balance customer outcomes with business objectives
Excellent leadership and people development skills
Advanced analytical and problem-solving capability
Strong communication and stakeholder influencing skills
Resilient and adaptable in a fast-paced, high-demand environment
Success Profile
A successful Customer Complaints Director (B2C) will:
Turn high complaint volumes into actionable insight and business improvement
Protect and enhance brand reputation in a consumer-facing environment
Deliver fast, fair, and empathetic customer resolutions at scale
Reduce churn and improve customer loyalty and lifetime value
Build a high-performing, customer-focused complaints function
