Cx Manager

United Kingdom·LeedsFull Timemid

Customer Experience ManagerCustomer

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Quick Summary

Overview

About the team: At Vintage Cash Cow,

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Customer Experience ManagerCustomer

About the team:

At Vintage Cash Cow, our Customer Engagement Centre (CEC) Team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items.

With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact.

About the role:

The Customer Care Manager will lead and develop a specialist team responsible for the end-to-end management of all customer complaints and escalations across the business. This role ensures a consistent, fair, and compliant approach to complaint handling, while protecting the brand’s reputation and delivering positive customer outcomes.

The postholder will oversee complaints raised via all contact channels, manage real-time escalations from the Customer Engagement Centre (CEC), and act as a key point of contact for complex, high-risk, legal, and media-related issues.

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Responsibilities

~2 min read

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Team Leadership & Development
- →Lead, coach, and develop a high-performing customer complaints team.
- →Set clear objectives, monitor performance, and ensure service standards are met.
- →Foster a culture of accountability, empathy, and continuous improvement.
→Complaint Management
- →Oversee the handling of all customer complaints received via phone, email, social media, web, and third-party platforms.
- →Ensure complaints are managed in line with internal policies, regulatory requirements, and industry best practice.
- →Drive timely resolution and ensure root cause analysis is conducted.
→Escalation Handling
- →Manage real-time “live” escalations from CEC advisors, including taking over calls when customers request senior intervention.
- →Support advisors in de-escalating challenging situations and provide guidance on complex cases.
→Legal & Media Cases
- →Act as the lead for all legal, regulatory, and media-related complaints or issues.
- →Liaise with Legal, PR, and senior leadership teams where required.
- →Ensure all responses are accurate, risk-aware, and protect the organisation’s reputation.
→Customer Reviews & Reputation Management
- →Oversee and coordinate responses to customer reviews across all platforms (e.g. Trustpilot, Google, social media).
- →Ensure responses are timely, professional, and aligned with brand tone of voice.
- →Identify trends and feedback to inform business improvements.
→Process & Continuous Improvement
- →Analyse complaint data to identify recurring issues and root causes.
- →Work cross-functionally to drive improvements in products, services, and processes.
- →Implement changes to reduce complaint volumes and improve customer satisfaction.
→Compliance & Governance
- →Ensure all complaint handling meets UK regulatory standards (e.g. FCA guidelines where applicable).
- →Maintain accurate records and reporting for audit and compliance purposes.
→Reporting & Insights
- →Produce regular reports on complaint volumes, trends, resolution times, and customer outcomes.
- →Present insights and recommendations to senior stakeholders.