Senior Customer Relations Manager

Job title: Senior Customer Relations Manager

Office location: Belgrade with Hybrid working (3 days in the office)

About the role and the Team: 

As Senior Customer Relations Manager, you will lead a high-performing team of executives responsible for resolving our most critical customer complaints and escalations. You will be accountable for the quality, tone, pace, and governance of all complaints - including those escalated to regulatory bodies, ombudsman services, and senior executives. You'll go beyond resolution: owning the insight, influencing root cause remediation, and strengthening our reputation for fairness and customer care. This is a senior role that combines operational excellence, leadership impact, and cross-functional influence to restore customer trust, reduce complaint volumes, and embed a customer-first culture across the business.

What will you be doing?

Lead and coach a high-performing specialist team

• Line manage a team of experienced Customer Relations Executives
• Build a performance culture grounded in ownership, empathy, and excellence
• Provide case coaching, development plans, and recognition for high-quality work
• Ensure resilience and morale through active support and structured engagement
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Own complaint governance and resolution quality

• Govern end-to-end handling of customer complaints and executive escalations
• Ensure full compliance with Ofcom, ADR and any other regulatory requirements
• Maintain templates, decision matrices, and best practice guidance for quality, consistency and brand tone
• Act as final escalation point for complex, sensitive or high-risk cases

Drive root cause insight and continuous improvement

• Identify key complaint drivers through data, trends, and team feedback
• Influence cross-functional teams to eliminate root causes and partner with them to drive lasting change
• Track and measure the impact of complaint reduction initiatives

Reporting and stakeholder alignment

• Own complaint and escalations reporting, including volume, SLA, theme and outcome analysis
• Share insights across SLT and Compliance and escalate emerging risk trends with action recommendations
• Present reporting packs that combine data, lessons learned, and actions taken

What we are looking for:  

• Degree-level education, preferably with a Master's qualification
• 3+ years of experience leading complaint and escalation teams within regulated environments, handling ADR/ombudsman processes, regulatory compliance, and high-risk cases
• Proficient in Microsoft Office, ServiceNow, and Amazon Connect
• Proven ability to leverage complaint insights to drive cross-functional improvements; confident communicator with both technical and non-technical stakeholders
• Strong background in coaching and developing teams, with excellent written communication skills and a clear understanding of tone of voice
• Skilled in cross-functional collaboration, process implementation, and navigating complex, fast-paced environments
• Analytical, detail-oriented, and highly structured in approach

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays
• We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

You apply (please send us your CV in English)
We carefully review your application
We'll get back to you — even if it's a no (for now)