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Complaints Manager (with development into CX Lead) Diss, Norfolk | Full-time | Hybrid | Salary: Up to £45,000Are you confident handling complaints and ready to influence how customers are treated across the business?We’re working with a growing insurance group who are looking for a Complaints Manager to lead their complex case handling – with the longer-term view of evolving the role into a Group Complaints and Customer Experience Manager.If you’ve got the regulatory know-how and the mindset to improve customer journeys, this could be your next step.In this role, you’ll: - Manage escalated and sensitive complaints (FOS-level) - Lead a small team with coaching and support - Identify root causes and influence operational changes - Prepare MI for senior leadership and FCA reporting - Build CX capability into the functionWhat you bring: - Experience with complaints in a regulated setting (insurance ideal) - Confidence working across departments and with regulators - Strong communication and analytical skills - A genuine desire to improve how things are doneThe culture? Supportive, practical, values-led – with the autonomy to make the role your own.Sound like you? Message Michelle Denny for more details or simply apply now.