Once For All
Complaints Manager
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Once For All
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary
This is the role that gives Once for All UK a single owner for every customer complaint, wherever it lands. Today, complaints and negative feedback arrive through many different doors – Customer Support, Customer or Buyer Success, NPS and CSAT, external review sites, or directly to the ELT via LinkedIn or email. The Customer Complaints Manager owns the process end to end: regardless of how or where a complaint arrives, this role owns the Salesforce ticketing, the customer communication, and the resolution – even when the underlying issue sits with Finance, Success, Product or another team entirely.
You will build and own clear SLAs for communication and resolution, define escalation guides and timelines that other teams are expected to follow, and hold internal stakeholders to account for their part in getting the customer to a fair outcome. Beyond individual cases, you will look at the trends behind complaints to identify what can be prevented – driving continuous improvement and raising the product changes, renewal or commercial adjustments, and process fixes needed to make customers happier.
This isn't just a process to define on paper – you will own the tooling that makes it work. We use Salesforce today, and you will own how it's configured and used for complaint ticketing, and assess whether it, or other tooling, is the right long-term fit as the process matures.
What this role is really about
- A process owner. Builds and owns a single complaint process that works regardless of which team or channel a complaint first lands in.
- A driver, not a bystander. Owns Salesforce ticketing and customer communication end to end, even when the fix sits with another team.
- An accountability-holder. Sets SLAs and escalation guides, and holds Finance, Success, Product and other teams to them.
- A trend-spotter. Turns individual complaints into patterns, and patterns into prevention.
- A voice for the customer. Raises product needs, renewal changes and process fixes that make customers happier.
- A tooling owner. Owns and configures the systems – Salesforce today – that the process runs on, not just the process itself.
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Job Responsibilities
1. End-to-end complaint ownership
- Own the complaint management process across Once For All UK, regardless of the channel a complaint arrives through (Customer Support, Customer or Buyer Success, LinkedIn/ELT, NPS/CSAT, Trustpilot, Google or other routes).
- Own the Salesforce ticketing and all customer communication for every complaint, from first acknowledgement to close – even where the underlying issue belongs to another team.
- Act as the single point of accountability so complaints don't stall or get lost moving between teams.
2. SLAs, escalation & cross-team ownership
- Define and maintain clear SLAs for communication cadence and resolution timelines.
- Build and maintain clear escalation guides, setting out who owns what and by when.
- Drive internal teams (Finance, Success, Product and others) to deliver their part of a resolution, even when the issue is not owned by Customer Operations.
3. Trend analysis & prevention
- Analyse complaint and customer feedback data – quantitative and qualitative – to identify recurring themes and root causes.
- Identify what can be done to prevent complaints arising in the first place, not just resolve them faster.
- Feed insight back into the business as clear, actionable recommendations.
4. Continuous improvement & change
- Raise product needs, renewal or commercial changes, and process improvements that would reduce complaints or improve outcomes.
- Own the corrective and preventative action (CAPA) loop: ensure fixes are actually implemented, and their effectiveness reviewed.
- Champion a culture of continuous improvement in customer experience across teams.
5. Reporting, insight & compliance
- Produce and present reporting on complaint volumes, themes, root causes and action tracking; maintain dashboards that make complaint data visible and actionable.
- Oversee the NPS and CSAT feedback loop, and manage complaints via external review platforms (Trustpilot, Google), ensuring timely, professional responses.
- Maintain audit readiness against relevant standards (e.g. ISO 9001, ISO 10002), including documentation and training records.
6. Tooling & systems ownership
- Own the configuration and day-to-day use of Salesforce for complaint ticketing, shaping it to support the SLAs, escalation guides and reporting the process needs.
- Assess whether Salesforce, or other tooling, is the right long-term fit for complaint management as volumes and complexity grow, and lead the case for change if not.
- Make sure tooling evolves alongside the process, rather than the process being limited by what the tooling can do today.
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Knowledge, Skills, Experience and Qualifications
Essential
- Proven experience owning end-to-end complaint or issue-resolution processes, ideally spanning multiple teams or channels.
- Confident, credible cross-functional influence – able to hold other teams (Finance, Success, Product) to SLAs and escalation timelines without formal authority over them.
- Strong quantitative and qualitative data analysis skills, able to identify trends and root causes.
- Experience creating and maintaining dashboards and reporting for stakeholders across a business.
- Understanding of, or ability to learn, ISO standards related to complaint management (e.g. ISO 9001, ISO 10002).
- Experience managing feedback and complaints through external review platforms (e.g. Trustpilot, Google).
- Comfortable owning Salesforce ticketing / case management processes, including hands-on configuration – not just using the system as built.
- Excellent stakeholder management, with a track record of driving cross-functional improvements.
- Clear communicator who can translate complex or sensitive situations into clear, calm customer communication.
Desirable
- Experience working in a regulated or ISO-compliant environment.
- Experience of process design, or building new operational processes from scratch.
- Familiarity with subscription / SaaS business models, including renewals.
- Experience partnering with Product teams to raise and prioritise customer-driven changes.
What we offer
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
- Wellness fund or *Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstoke office
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