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...

Join Our Team as a Workforce Analytics & Insight Specialist! 600, inside IR35, 6 months, 1 day onsite per week in Midlands Are you ready to dive into the world of workforce analytics and help drive meaningful change? Our client is on the lookout for a passionate Workforce Analytics & Insight Specialist to support their innovative program. This role is perfect for someone who thrives on data, enjoys generating insights, and loves collaborating with stakeholders to make impactful decisions. What You'll Do: As a Workforce Analytics & Insight Specialist, your primary focus will be to provide dedicated analytics support and develop sustainable internal expertise in workforce planning and organisational design. Here's a glimpse of your key responsibilities: Programme Support (Initial Focus) Lead the analysis of workforce data across the program. Develop insightful outputs, including: - Workforce diagnostic reports - Insight packs for Directors and...