Workflow Manager

Workflow Manager

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, monitor and enforce adherence to service level agreements (SLAs), balance workloads across team members, and support the team in delivering high‑quality complaint resolution. You will report to the Head of Operations.

Key Responsibilities

• Allocate complaints across the team based on case complexity, complaint age, and customer priority such as vulnerable customers or escalations.
• Reallocate workloads from leavers or absent team members to maintain continuity.
• Ensure fair and effective case distribution to maximise productivity.
• Monitor complaint age and track SLA deadlines, identifying and acting on cases approaching breach.
• R...