Customer Services - Complaints Manager

Kingfisher

11h•Hybrid

About The Position

At B&Q, complaints matter - they’re a vital signal of where we can improve and how we rebuild trust with our customers. We’re looking for a Complaints Manager to lead the day‑to‑day delivery of our complaints handling across B&Q, ensuring customers receive fair, timely and thoughtful resolutions from first escalation through to executive and board‑level cases. This role sits within our Customer Service & Experience function and works closely with Legal, Quality, Finance and operational teams. You’ll combine operational leadership with sound judgement, empathy and a strong sense of ownership - shaping how complaints are handled and how insight feeds back into the wider business.

Requirements

Experience leading complaints or customer resolution teams in a complex environment
Confidence handling sensitive or high‑risk cases, with support from Legal and other specialists
A people‑first leadership style that balances empathy, fairness and clear decision‑making
Comfort working cross‑functionally and influencing without relying on hierarchy

Nice To Haves

You don’t need to meet every requirement perfectly to apply. If you bring strong customer judgement, a collaborative mindset and a desire to improve how we serve customers, we’d love to hear from you!

Responsibilities

Leading the operational performance of complaints handling across all tiers
Supporting and developing a specialist complaints team handling complex and sensitive cases
Owning complaints policy, governance and consistency across channels and partners
Working collaboratively with colleagues across the business to resolve issues and reduce repeat complaints
Turning complaint insight into meaningful improvements for customers and teams