Customer Care Manager

Customer Care Manager - Basingstoke | £50,000-£55,000 | Office-based (5 days) | Full-time

Tate Recruitment is partnering with a nationally recognised organisation that sets standards and protects consumers. Renowned for championing quality, compliance and consumer confidence, the organisation plays a vital role in resolving complex customer issues, promoting best practice and upholding trust across its industry.

They are seeking an experienced Customer Care Manager, ideally from a housing, utilities or financial services background, where working within a regulated and structured environment is second nature. You will have proven experience handling high‑level, complex disputes, alongside line management experience, including setting objectives and performance management.

This is a new role created due to growth, offering an exciting opportunity to join a purpose‑driven organisation at a key stage in its development.

Key Responsibilities:

Manage and resolve complex and high‑priority complaints and disputes
Act as lead investigator on escalated and sensitive cases referred to the CEO or COO, ensuring transparent communication and timely updates
Assess evidence and deliver clear, impartial outcomes
Build strong relationships with internal and external stakeholders
Contribute to Board reporting, ensuring high‑priority complaints are captured for governance and transparency
Line manage, support and develop a small team
Support reporting, risk escalation and continuous improvement initiatives

About You:

Proven experience managing complex complaints or casework
Strong stakeholder management and communication skills
Experience leading, mentoring or managing others
Highly organised, resilient and detail‑focused
Process‑driven with a strong, customer‑centric mindset

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application