Resolution Team Manager Location: Remote Salary: £48,000 per annum Vacancy Type: Full-time Closing date: 25 May, 2026 It matters. So we re bringing it closer to home. Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We ve listened. That s why we re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next. We re also adapting how we handle complaints and looking for people who want to be part of delivering a better experience from the very first conversation. We need an experienced complaints professional to lead a high-performing team as a Resolution Team Manager, and shape a complaints service that is fair, responsive and focused on putting things right. This is a pivotal role. You won t just oversee complaint handling - you ll set the tone for how we respond to customers, embed a culture of early resolution, and ensure learning drives real service improvement across the organisation. What you ll be doing You ll work alongside a fellow Resolution Team Manager, and report to the Customer Resolution Manager, ensuring you lead from the front, handle customer concerns with empathy and professionalism, and solve issues at the earliest opportunity. In this role, you will: Lead, support and develop a team of Resolution Caseworkers to deliver consistently high standards Champion a customer-first, early resolution approach across al