Complaints Experience Lead — Drive Trust & Transformation

The Coventry Building Society is seeking a Complaints Experience Lead for a hybrid role based in Manchester. You will shape the complaints strategy, drive customer outcomes and ensure regulatory alignment across the Group, while guiding the Complaints Centre of Excellence to turn feedback into tangible improvements.

You will use complaint data, risk controls and cross-functional collaboration to elevate service quality, balancing advocacy with business needs across the organisation.

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