Senior Aftersales and Complaints Manager

• Lead a high-impact, regulated function
• Shape cost and customer outcomes

About Our Client

Our client is a well-established, customer-focused business operating in a regulated B2C environment. With strong partnerships across lenders and service providers, they are committed to delivering fair customer outcomes, maintaining regulatory excellence, and continuously improving the aftersales experience.

Job Description

As Senior Aftersales & Complaints Manager, you will lead the end-to-end aftersales and regulated complaints function. You will manage two Team Leaders (Customer Service and Complaints), oversee complex escalations, and drive cost-effective, compliant resolutions.

This is a senior, hands on leadership role requiring strong FCA knowledge, commercial awareness, and the ability to influence both internal and external stakeholders.

What You'll Be Doing

• Leading the handling of complex and high-risk customer complaints, acting as the final escalation point.
• Managing high-value and sensitive issues involving lenders, and customers.
• Driving cost reduction initiatives across Aftersales and Customer Care processes.
• Working closely with lenders and commercial stakeholders to challenge costs and agree fair, customer-focused outcomes.
• Building and maintaining strong relationships with third-party partners.
• Ensuring Aftersales activity fully complies with FCA regulations and Consumer Duty requirements.
• Identifying complaint trends and operational risks, implementing improvements to prevent repeat issues.
• Providing clear reporting, insight, and recommendations to senior stakeholders.
• Leading, motivating, and developing two Team Leaders across Customer Service and Complaints.
• Delegating effectively, supporting progression, and building a high-performing team culture.
• Championing continuous improvement across customer experience, operational efficiency, and compliance.

The Successful Applicant

We're looking for an experienced, confident leader with strong regulatory and commercial expertise.

• Solid experience in an FCA-regulated aftersales or complaints environment
• Experience managing team leaders or similar mid-level managers.
• Strong understanding of FCA regulations, Consumer Duty, and complaint-handling best practice.
• A highly independent, commercially driven, and cost-conscious mindset.
• Excellent stakeholder management skills, with the confidence to challenge and negotiate effectively.
• Proven leadership experience, with the ability to motivate, develop, and support high-performing teams.
• Strong analytical skills, with experience using data and insight to drive improvements.

What's on Offer

• Salary of £50,000 per annum
• Permanent, full-time role
• Office-based in Manchester
• 25 days holiday plus bank holidays
• Holiday buy and sell scheme
• Subsidised car parking
• Salary sacrifice for public transport
• Company pension scheme
• Family-friendly policies
• Paid CSR/volunteering days
• Free office snacks and refreshments
• Employee wellbeing initiatives
• Career development and progression opportunities
• Supportive, collaborative working environment