Customer Relations Team Manager

TL;DR

Customer Relations Team Manager (Insurance/Customer Experience): Leading a multi-disciplined team to manage complaints, escalated contacts, and regulatory referrals within an insurance claims business with an accent on FCA compliance and Consumer Duty principles. Focus on driving operational excellence, coaching team members, and using data-driven insights to improve customer outcomes and business processes.

Location: Must be based in or able to commute to Preston for hybrid working

Company

hirify.global is a specialist professional services and technology firm partnering with global insurance and highly regulated businesses to manage risk and transform core operations.

What you will do

• Lead, motivate, and develop a multi-disciplined team of customer relations professionals.
• Oversee the investigation and resolution of complex customer complaints and escalated enquiries.
• Ensure all processes remain compliant with FCA regulations, Consumer Duty, and DISP rules.
• Analyze complaints data and operational MI to identify trends and drive business-wide improvements.
• Partner with key stakeholders across compliance, risk, and senior leadership to enhance service quality.
• Foster a culture of accountability, continuous improvement, and customer advocacy.

Requirements

• Proven leadership experience within a customer relations, complaints, or insurance claims environment.
• Strong background managing complaints within regulated financial services or insurance businesses.
• Thorough understanding of FCA regulations, Consumer Duty, DISP, and Financial Ombudsman Service processes.
• Demonstrable experience using management information to influence business decisions.
• Excellent communication, coaching, and stakeholder management skills.
• GCSE (or equivalent) in English and Mathematics.

Culture & Benefits

• Competitive pension scheme with 5% employer contribution.
• 25 days holiday, increasing with tenure, plus flexible holiday purchase options.
• Comprehensive wellbeing support including a 24/7 confidential EAP and wellbeing centre.
• Access to leadership training programmes and funding for professional qualifications.
• Inclusive employment policies covering menopause, fertility, and sabbatical leave.
• Financial benefits including life assurance (x4), cycle to work scheme, and high street discounts.

Hiring process

• Initial phone call.
• Interview process.