Customer Care Manager

Customer Care Manager - Basingstoke | £50,000-£55,000 | Office-based (5 days) | Full-time

Tate Recruitment is partnering with a nationally recognised organisation that sets standards and protects consumers. Renowned for championing quality, compliance and consumer confidence, the organisation plays a vital role in resolving complex customer issues, promoting best practice and upholding trust across its industry.

They are seeking an experienced Customer Care Manager, ideally from a housing, utilities or financial services background, where working within a regulated and structured environment is second nature. You will have proven experience handling high‑level, complex disputes, alongside line management experience, including setting objectives and performance management.

This is a new role created due to growth, offering an exciting opportunity to join a purpose‑driven organisation at a key stage in its development.

Key Responsibilities:

• Manage and resolve complex and high‑priority complaints and disputes
• Act as lead investigator on escalated and sensitive cases referred to the CEO or COO, ensuring transparent communication and timely updates
• Assess evidence and deliver clear, impartial outcomes
• Build strong relationships with internal and external stakeholders
• Contribute to Board reporting, ensuring high‑priority complaints are captured for governance and transparency
• Line manage, support and develop a small team
• Support reporting, risk escalation and continuous improvement initiatives

About You:

• Proven experience managing complex complaints or casework
• Strong stakeholder management and communication skills
• Experience leading, mentoring or managing others
• Highly organised, resilient and detail‑focused
• Process‑driven with a strong, customer‑centric mindset