As the Workflow Manager you will take on a dedicated role within the Complaints Team, overseeing the allocation, prioritization, and management of complaint cases. You will ensure efficient workflow distribution by assigning cases appropriately across the team. You will monitor and enforce adherence to service level agreements (SLAs) to ensure timely resolution of complaints. You will balance workloads across team members to maintain productivity and prevent bottlenecks. You will support the team in delivering high-quality complaint resolution through effective workflow management and oversight. You will report to the Head of Operations.

You will allocate complaints across the team based on case complexity, complaint age to support SLA compliance, and customer priority such as vulnerable customers or escalations. You will reallocate workloads from leavers or absent team members to maintain continuity. You will ensure fai...