Customer Relations Team Manager

Lead and develop a multi-disciplined customer relations team responsible for investigating and resolving complaints and escalated enquiries across an insurance claims business. Ensure outcomes are fair, timely, and compliant with FCA, Consumer Duty, DISP, ICOBS, GDPR and Financial Ombudsman Service expectations. Use complaint data and operational MI to drive root-cause analysis and service improvements, while coaching colleagues and partnering with key stakeholders.