Location: Remote (UK-Based)
Employment Type: Full-Time
Department: Customer Experience / Operations
Salary: Competitive, based on experience
Domino’s is one of the world’s leading pizza delivery brands, known for speed, quality, and customer service. We’re looking for a skilled Complaints Manager to handle and resolve customer concerns with professionalism and efficiency, ensuring our service continues to exceed expectations—even when things go wrong.
As a Complaints Manager, you will be responsible for managing and resolving customer complaints from all communication channels. You’ll act as the voice of the customer, identifying patterns, providing insights, and working with cross-functional teams to reduce future complaints and improve customer satisfaction.
Handle incoming customer complaints via phone, email, social media, and internal systems
Log, track, and manage complaint cases through to resolution
Liaise with store managers and franchisees to investigate complaints
Respond to escalated or sensitive cases in a timely, professional manner
Ensure all complaints are addressed in line with company policies and regulatory guidelines
Identify trends and root causes; work with leadership to suggest process improvements
Maintain records of complaints and generate regular reports on key metrics
Ensure a high level of empathy, patience, and customer focus in all interactions
Provide training and support to store teams on complaint handling standards
Proven experience in a customer service, complaints, or resolution-based role
Excellent written and verbal communication skills
Strong problem-solving and conflict-resolution abilities
Ability to stay calm under pressure and handle difficult conversations professionally
Knowledge of the Domino’s brand, standards, and store operations (preferred)
Strong attention to detail and organization
Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk)
Ability to work independently and remotely, managing your own schedule effectively
Flexible remote working arrangements
Competitive salary
Supportive and collaborative team culture
To Apply:
Submit your CV to [email protected] and a brief cover letter outlining your experience in handling customer complaints and why you’re a great fit for this remote role.