This role leads the most complex and high-risk customer complaints, acting as the final escalation point while balancing fair customer outcomes with strong commercial decision-making. It''s a hands-on leadership position focused on improving Aftersales performance, cost control, compliance and customer experience.Client DetailsThe business is a fast-growing, FCA-regulated organisation operating within the automotive finance space, with a strong performance-led contact centre environment. It combines commercial focus with a genuine commitment to customer outcomes, continuous improvement and doing the right thing in a highly regulated setting.DescriptionAs Complaints and Aftersales Manager, you''ll take ownership of the most complex, sensitive and high-risk customer cases, acting as the final escalation point while driving improvements across the wider Aftersales and Customer Care operation.You''ll work closely with dealerships, lenders and internal commercial stakeholders, balancing fair customer outcomes with cost control and regulatory compliance.This is not a volume-driven complaints role - it''s about judgement, leadership, influence and continuous improvement. What You''ll Be DoingLeading the handling of complex, high-risk and escalated customer complaints as the final decision-makerManaging high-value and sensitive cases involving customers, dealerships and lendersDriving cost-reduction initiatives across Aftersales and Customer Care without compromising customer outcome