Lead the customer complaints team, coaching staff, managing performance, resolving complex escalations, and ensuring responses meet service-level agreements. Oversee complaints from initial receipt through resolution, maintain relationships with internal teams and regulatory bodies, and manage cases referred to the Ombudsman, EHU, and Citizens Advice. Analyze complaint trends, identify root causes, provide regular reporting, and recommend operational improvements across the business.

Negotiate with commercial customers to resolve overdue debts, develop sustainable payment arrangements, progress cases through debt-recovery treatment paths, collaborate with internal and external teams, and provide accurate performance reporting. The role requires strong negotiation, communication, customer service, analytical, organizational, and target-focused skills. Previous credit control or collections experience is beneficial but not essential.

Manage payroll administration, employee relations casework, right-to-work and immigration compliance, vetting, pensions, HR data reporting, and PeopleHR system workflows. Support recruitment, onboarding, training, policy implementation, and induction delivery. Serve as a key contact for payroll, sponsorship, employee relations, and HR systems while ensuring accurate, confidential employee data and compliance with employment and immigration requirements.