Aftercare & Complaints Manager

We are looking for an Aftercare & Complaints Manager to join our team, taking ownership of complaints and customer experience across the business. This is a pivotal role, acting as the central point of contact between our clients, customers and operational teams to ensure complaints are managed effectively, resolved promptly and used to drive meaningful improvements.You will play a key role in protecting Halo's reputation, strengthening client relationships and improving customer satisfaction. Through effective complaint management, root cause analysis and data-led reporting, you will help identify operational weaknesses, improve service delivery and ensure accountability across our network.

We are creating the next generation of repair centres, driven by a passion for service, quality, and customer focus, and we want you to be a part of it!

This role will include, but is not limited to:

- Taking ownership of all business complaints, ensuring they are logged, managed and resolved promptly.

- Ensuring initial contact is made with customers and clients within one hour of receiving a complaint.

- Acting as the main point of contact between customers, clients and internal departments.

- Working with operational teams to investigate complaints, identify root causes and drive accountability.

- Identifying recurring issues and implementing actions to prevent repeat complaints and improve service delivery.

- Producing monthly complaints and customer satisfaction reports using Power BI, highlighting trends, performance and areas for improvement.

- Managing online reviews and customer feedback to protect and enhance the business's reputation.

- Building strong client relationships through effective communication, reporting and complaint resolution.

- Using customer feedback and data to drive continuous improvement across the business.

Proven experience in complaints management, customer experience, aftercare or a similar role.

- Excellent communication skills, with the ability to engage confidently with customers, clients and senior stakeholders.

- Strong analytical skills and experience using Power BI, Excel or similar reporting tools.

- Excellent organisational skills, with the ability to manage multiple priorities and deadlines.

- Confidence in challenging stakeholders and driving accountability across departments.

- A proactive, solutions-focused approach to problem-solving and continuous improvement.

- A resilient and empathetic approach when handling challenging customer situations.

- A genuine passion for customer service, quality and protecting business reputation.

Halo is the industry leading UK-based accident repair group, with 39 established accident repair centres across the UK and we are still growing.

Partnered with IRS (Intelligent Repair Services) based in Germany, who are the largest provider of accident claim services in Europe, this partnership provides Halo with an unrivalled platform and the resource for excellent training, development and employee packages!

Salary: £35,000 - £38,000 depending on experience

45 hours Monday - Friday

Halo ARC Bognor Regis, Keep It Simple - simple solutions are harder to find than complex ones, but consistency and simplicity matter most.

Do the Right Thing - if it feels right in your heart, do it. If it doesn't, then don't.

And most importantly, always be extraordinary.

Halo is extremely well known within the insurance industry for having extraordinarily high performing people and since we are a people thinking business, we know that it's our teams and centres that provide extraordinary results. Therefore, you can expect an excellent package and environment.

- Accredited Living Wage Employer

- Employee assistance programme for you and your family

- Health and wellbeing apps

- Cycle scheme.

- Gym discounts

- Retail and restaurant discount and cashback

- Life Insurance

- Health Insurance

- VirtualGP

- Enhanced family friendly pay such as maternity and paternity

- Free fruit and pizza

- Refer a friend bonus incentive.

- Employee recognition rewards

- Team Event Budget (do something fun together!)

- Discounted LV insurance

- Get appreciated for your time with paid breaks.

- 25 days holiday plus public holidays.

- We invest in YOU with opportunities for career progression.

- Pension contributions

- Work within a modern and clean working environment.

- And we are always open to hearing what our people want!