Call Centre Complaints Manager

Customer Experience Team Manager
Salary: £37,000-£40,000 (dependent on experience)
Hours: Monday to Friday, full time
About the role
We're looking for an experienced Customer Experience Team Manager to lead and develop a high‑performing team of customer experience agents within a regulated environment. This is a hands‑on leadership role where accountability, coaching, and service quality are key.
You will be responsible for driving performance, ensuring regulatory compliance, and delivering consistently high standards of customer service.
Key responsibilities
* Lead, motivate, and manage a team of 12-14+ customer experience agents
* Set clear expectations and hold team members accountable for performance and conduct
* Coach, support, and develop team capability through regular feedback and performance reviews
* Ensure all activity is compliant within an FCA‑regulated environment
* Monitor customer interactions to ensure adherence to the Consumer Rights Act
* Manage performance metrics, quality standards, and customer outcomes
* Support wider business objectives by maintaining strong engagement and morale within the team
About you
You'll be a confident and experienced people manager who is comfortable giving direction, making decisions, and addressing underperformance when needed.
Essential experience:
* 18+ months' experience in a people management role within the same organisation
* Proven experience managing 12-14 or more customer experience agents
* Experience working in an FCA‑regulated environment
* Solid understanding of the Consumer Rights Act
* Confident communicator with a clear and supportive leadership style
* Comfortable holding individuals accountable while maintaining a positive team culture
What's on offer
* Competitive salary of £37,000-£40,000, depending on experience
* Stable Monday to Friday working hours
* Opportunity to manage and shape a well‑established team
* Supportive environment with scope to make a real impact
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database