Customer Complaints and Resolution ManagerLocation: Hybrid - 2 days Wilmslow HQ, 3 days from home Salary: Competitive basic - OTE 39k per yearCitation provides expert HR, employment law, and health and safety support to businesses across the UK. We help organisations stay compliant, protect their people, and create safer, more productive workplaces. Our tailored solutions combine hands-on consultancy with powerful technology, giving employers the confidence and tools they need to manage risk, drive performance, and focus on what matters most - running their business.If you''re a professional with personality who wants to work in a forward-thinking business, surrounded by brilliant people who genuinely care about you and are a pleasure to work with, then we''re definitely the company for you to grow with. If our culture sounds like the right fit and you''d like to be part of our success story, we''d love to hear from you - send us your details today.What will I be responsible for? Lead the resolution process for customer complaints, managing each case with care and professionalism-including escalating to managers or other teams when needed. Confidently handle a wide variety of complex issues, navigating sensitive situations with empathy and clarity to reach positive resolutions. Dig deep into the root causes of complaints, identifying patterns and working with teams to implement meaningful improvements. Stay informed with a strong understanding of compliance functions and how