Complaints Case Manager

Complaints Case Manager Location: Harlow, Essex (Office-based initially, hybrid available after 6-month probation) Salary: Up to £36,000 (DOE) Full-time: 37.5 hours We’re recruiting on behalf of a well-established charitable organisation seeking two experienced Complaints Case Managers to join their operations team. This role is ideal for someone experienced in managing complex complaints within a regulated environment, who can stay calm under pressure while demonstrating a high level of empathy, fairness, and professionalism. The Role You will take ownership of complaints from start to finish, carrying out thorough investigations and ensuring outcomes are balanced, well-reasoned, and compliant. Many cases can be sensitive or escalated, so resilience, sound judgement, and emotional intelligence are essential. You’ll liaise with internal teams and external stakeholders, maintain accurate records in line with GDPR requirements, and provide clear case summaries where required. You will also help identify recurring trends and contribute to service improvements. About You Proven experience handling customer complaints Background working within a regulated or policy-led environment A high level of empathy for customers and ability to manage sensitive conversations Strong investigative and analytical skills Able to manage a busy caseload effectively Excellent written and verbal communication Confident explaining and justifying decisions Proficient in Microsoft Office Desirable: Understanding of FCA regulations Experience analysing complaint data or producing reports Experience using CRM or case management systems Benefits: Great supportive working culture – everyone is hands-on and helps each other Free on-site parking Hybrid working available after 6 months Generous pension scheme - up to 20%, including a 10% non-contributory contribution Fresh fruits and snacks available throughout the day And many other fantastic benefits to support your wellbeing and development How to Apply This role is being managed by Danielle at CCP. If you believe you have the relevant experience and would like to be considered, please apply online today. We aim to respond to all applications within 48 hours. About CCP CCP are specialists in Customer Operations and CX recruitment. Since 2010, we've earned a reputation for delivering exceptional service to clients and candidates alike. We immerse ourselves in the brands we represent, supporting both established names and exciting startups. Beyond recruitment, we assist businesses with talent attraction and employee retention strategies to ensure long-term success.