Customer Resolutions Team Manager

Onecom is the UKs leading business technology provider shaping the way we work connect communicate and operate.

You will join a multi-award-winning company with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen Be Respectful Build Relationships Make it Happen Work Smart Be Amazing.

As our Customer Resolutions Team Manager youll lead our Complaints and Quality Control functions taking ownership of how we manage complaints maintain high standards and turn customer insight into meaningful improvements.

Working across the business youll influence senior stakeholders strengthen processes and controls and ensure lessons learned from customer feedback translate into action. Youll also lead coach and develop a multi-disciplined team creating a culture of accountability continuous improvement and consistently high performance.

• Lead and inspire our Complaints and Quality Control teams creating a high-performing culture built around ownership development and exceptional customer outcomes.

• Take ownership of our complaints management approach ensuring cases are handled effectively while balancing customer needs compliance requirements and commercial considerations.

• Turn insight into action identifying trends and root causes and influencing changes that reduce both the volume and severity of complaints.

• Continually evolve our procedures processes and systems to improve efficiency strengthen controls and enhance reporting.

• Champion the lessons learned from complaints across the business ensuring customer feedback drives meaningful improvement.

• Build strong relationships with key stakeholders using your influence to facilitate effective and timely complaint resolution.

• Provide expert guidance coaching and support to teams across the business on effective complaints handling.

• Use data and analysis to identify opportunities make recommendations and provide clear meaningful reporting to stakeholders.

• Lead improvements within Quality Control ensuring company and industry standards are consistently maintained.

• Take ownership of appropriate goodwill decisions balancing exceptional customer outcomes with commercial judgement.

Youll be an experienced people leader who is comfortable combining customer advocacy with commercial judgement. Youll know how to lead through challenge influence stakeholders and use insight to make things better not simply resolve the issue in front of you.

Wed love to hear from you if you can bring:

• A strong track record of leading and developing high-performing multi-disciplined teams.

• Experience within complaints and customer operations in a customer-focused environment.

• Excellent stakeholder management skills with the confidence to challenge and influence at all levels.

• Strong commercial judgement and the ability to balance customer experience risk and business needs.

• An analytical mindset with the ability to identify trends understand root causes and translate insight into action.

• Experience improving processes procedures and ways of working.

• Confident decision-making and a willingness to take ownership.

• Strong coaching skills and a genuine interest in developing others.

• The ability to remain calm pragmatic and solutions-focused when dealing with complex or challenging situations.

Holidays: 25 days bank holidays and buy/sell options

Other Leave: Birthday day off 12 paid hours for flexible use Volunteer day

Lifestyle: 9% combined pension contribution and 4x salary life assurance

Rewards: Quarterly and annual employee awards discounts on tech

Socials: All-expenses-paid company events

Development: In-House Training Academy

Wellbeing: 24/7 access to mental health support Calm App discounted gym membership free breakfast & fresh fruit eye-care vouchers financial wellbeing support

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. Thats why were committed to creating an environment where everyone feels valued respected and able to bring their authentic selves to work. We welcome applications from people of all backgrounds experiences identities and perspectives.