Role overview: Customer Complaints and Quality Manager London: Hybrid Currys London Campus at Waterloo Permanent Full Time Grade 4 At Currys we're united by one passion: to help everyone enjoy amazing technology. As the UK's best:known retailer of tech, we're proud of the service our customers receive : and it's all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing. We're iD Mobile, one of the UK's leading mobile virtual network operators. We launched in May 2015 and have over 2.1 million Pay Monthly customers. We're pretty sure our success has a lot to do with our wide range of feature:packed plans. We offer everything from super:value Pay:as:you:go and SIM:only deals, right up to the latest smartphones from the big:name manufacturers. We're delighted about our success so far and have very ambitious plans for the future. As iD Mobile's Customer Complaints and Quality Manager, you'll manage complaints handling, vulnerable customer support, and quality assurance within our contact centre, ensuring high service standards and regulatory compliance. While managing a small team, you'll primarily oversee operations within our outsourced contact centres and Currys retained teams. You'll manage supplier relationships, drive performance in complaints resolution and vulnerable customer care, and support the implementation of policies, training, and monitoring frameworks. Leading your team, you'll work closely with the Customer Interaction Manager and play a key role in delivering exceptional service, fair outcomes, and continuous improvements while supporting business growth. Role overview: As part of this role, youll be responsible for: :Manage complaints, vulnerable customer and quality assurance daily operations with outsourced contact centre partners and Currys retained teams, ensuring high service standards across all contact channels, including chat, voice, correspondence, social, Community, review sites, customer surveys, trouble tickets, and complaints :Oversee regulatory complaint handling, ensuring compliance with Ofcom guidelines and minimise escalations :Track, report and improve key metrics, including resolution time, customer satisfaction, complaint volumes, service quality, and Ofcom performance :Work with planning teams to ensure complaints staffing levels meet customer demand while optimising costs and efficiency, without compromising service quality :Identify opportunities to streamline workflows and processes, introduce automation, and enhance complaint handling tools :Analyse complaints data to reduce volumes, improve first contact resolution (FCR), and enhance the customer experience :Ensure robust quality monitoring and coaching frameworks are in place to improve customer interactions :Work with internal teams to align strategies, prioritise customer issues, and contribute to the Customer Experience Forum :Drive high engagement, professional growth, and performance within the team :Assist with major incidents, ensuring clear and timely communication :Oversee quality assurance, calibrations, and training to maintain service standards :Monitor and report on complaint trends, FCR performance, Ombudsman cases, and Ofcom complaint drivers, ensuring continuous improvements :Keep stakeholders informed on key issues, trends, and operational improvements :Travel to Warrington and South Africa as required to work with partners You will need: :Complaints handling/contact centre management experience :Strong numerical and budget management skills :Understanding of contact centre operations and key complaints handling and quality assurance KPIs :Experience managing outsourced partners :Ability to work with planning teams to produce annual and rolling forecasts :Experience in team management, including colleague development :C