About the role As a Complaints Case Manager (known internally as Customer Resolution Case Owner), you'll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs). Key responsibilities: Own complaints from initial contact through to resolution Conduct thorough investigations and root cause analysis Decide appropriate outcomes and redress in line with policy Manage your caseload effectively to reduce backlogs and aged cases Collaborate with internal teams and stakeholders to gather insights and challenge constructively Identify trends and share insights to drive continuous improvement Ensure compliance with regulatory requirements, policies and SLAs Maintain accurate records and clear audit trails Support team development through peer reviews or deputising where needed About you You're an experienced complaints professional who can...