Complaints Manager

Complaints & Customer Care Manager – Part Time (3 days per week)

**3-Month Contract 3 Days per Week Hybrid Working Park Royal, London £52,000 FTE (Pro Rota)**

We are recruiting on behalf of a growing food and retail business for an experienced Complaints & Customer Care Manager to join them on a 3-month contract. Working 3 days per week in a hybrid capacity, this hands-on role will take ownership of customer complaints, enquiries and feedback across restaurant and grocery channels.

You will be responsible for investigating customer issues, coordinating resolutions with internal stakeholders, analysing feedback trends, and driving improvements to customer care processes. This is an excellent opportunity for someone who enjoys resolving complex customer issues and making a tangible impact within a fast-paced, consumer-focused environment.

What You’ll Be Doing

• Managing customer complaints, feedback and enquiries across multiple channels.
• Investigating customer concerns and coordinating effective resolutions.
• Ensuring all customer cases are tracked through to completion.
• Managing customer service inboxes and feedback platforms.
• Working closely with Operations, Supply Chain, Technical, Marketing and other key teams.
• Identifying recurring themes and opportunities for improvement.
• Reviewing and enhancing customer care and complaint-handling processes.
• Producing reports on complaint volumes, customer feedback and key trends.
• Acting as the voice of the customer within the business.

About You

• Demonstrable experience in customer care, complaints management or customer experience.
• Excellent written communication skills and attention to detail.
• Experience handling escalated customer complaints and complex customer cases.
• Strong stakeholder management and relationship-building skills.
• Experience using customer feedback or survey platforms.
• Ability to analyse data and turn findings into actionable insights.
• Previous experience within hospitality, food retail, FMCG or consumer-facing brands is highly desirable.

What’s on Offer?

• 3-month contract.
• Hybrid working arrangement.
• 3 days per week.
• Park Royal, London location.
• £52,000 FTE (pro rata).
• Opportunity to make an immediate impact within a growing and ambitious business.