Complaints & Communications Manager

About the role

Hemiko are recruiting for a Complaints & Communications Manager reporting to the Head of Customer Experience. The successful candidate will ensure Hemiko meets its obligations under its complaints policy, maintain oversight of complaint handling across the business, and drive high‑quality, compliant, and consistent customer communications.

Key responsibilities

• Ensure compliance with Hemiko’s complaints policy and relevant regulatory requirements.
• Oversee all complaints, guaranteeing timely acknowledgement, investigation and resolution.
• Support Customer Service Agents with early‑stage complaints and own escalated or complex cases.
• Analyse complaint trends, identify root causes and work with internal teams to reduce volumes.
• Own the tone of voice and quality standards for all customer communications, developing and maintaining templates.

Required profile

• Experience in customer service, complaints handling, or a regulatory environment.
• Strong understanding of complaint management processes and compliance importance.
• Excellent written and verbal communication skills with high attention to detail.
• Ability to handle difficult conversations calmly and solutions‑focused.
• Analytical mindset with capability to identify patterns and drive improvements.

What we offer

• Base salary of £33,000 plus discretionary performance bonus.
• 25 days holiday plus statutory holidays, with option to buy or sell up to 5 days.
• Pension plan, private health care, cycle‑to‑work and electric car lease schemes.
• Health and well‑being support, continuous learning and development opportunities.
• Company‑provided PC/laptop and flexible working arrangements.