UK

United Kingdom · Customer Service · Senior (5-8 years)

Senior Complaints Manager

Here is the whole job, in plain words. What it is, a real day, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

  • Experience bandSenior (5-8 years)
  • Direct reportsNo direct reports
  • Reports toComplaints Manager
  • UK framework levelUsually a manager, or the deepest specialist in a team

Also advertised as Senior Complaints Specialist · Customer Resolution Lead · Escalations Manager

Built on an analysis of 43,079 real UK job descriptions · grounded in qualifications employers recognise

Start with a free Future Fluency check, tuned to Senior Complaints Manager

Ten quick questions, one per Future Fluency, asked against this role rather than a generic one. About five minutes, and no card.

Start the check, free

1What this role really is

You'll be the go-to person for our trickiest customer problems, the ones that make everyone else scratch their heads. This isn't just about closing tickets; it's about digging deep, understanding what went wrong, and making sure it doesn't happen again. You'll also help our newer team members learn the ropes, sharing your wisdom on how to handle those really tough calls. It's a critical role – getting it right means keeping our customers happy and protecting our reputation, especially when things get a bit messy.

2What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

Zendesk / Salesforce Service CloudAdvanced

Building custom views, designing macros/automations for complex cases, training junior team members on best practices, pulling performance reports to spot trends.

Jira / ConfluenceAdvanced

Creating and managing cross-functional tickets for systemic issues, building and maintaining Confluence knowledge bases for detailed complaint handling procedures and RCAs.

Tableau / Power BIAdvanced

Creating new dashboards to investigate complaint trends, connecting various data sources, and presenting findings from root cause analyses to internal teams.

Qualtrics / SurveyMonkeyAdvanced

Designing new survey questions for post-resolution feedback, analysing open-text feedback for sentiment, and reporting on trends in customer satisfaction.

Slack / MS TeamsAdvanced

Managing channels for major incidents, establishing clear communication protocols for high-severity complaints, and facilitating cross-functional meetings to resolve issues.

ServiceNow GRC / OneTrustBasic

Logging potentially reportable incidents into the GRC system, usually under guidance from Legal or Compliance, ensuring we meet initial reporting requirements.

3What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing inWhere you are nowThe step above
Case Resolution StrategyFollows predefined scripts and escalates deviations. All decisions reviewed by manager.Independently chooses resolution strategy for routine cases within guidelines. Escalates novel situations.Full autonomy on resolution strategy for complex cases. Consults manager on highly sensitive or precedent-setting situations.
Goodwill Gesture ApprovalNo authority. Recommends to manager.Approves up to £100 without sign-off.Approves up to £500 without sign-off. Recommends higher amounts to manager.
Process Improvement RecommendationsIdentifies minor inefficiencies and suggests improvements to supervisor.Proposes solutions for identified process bottlenecks within own team. May lead small-scale implementation.Designs and proposes significant process improvements based on systemic complaint analysis. Influences other departments to adopt changes. Leads implementation within the complaints function.
Mentoring & CoachingN/AProvides informal guidance to new hires on basic tasks.Formally mentors 1-2 junior colleagues, providing structured feedback, case reviews, and development support.

4How you'll be judged

The scoreboard, honestly: the hard targets, how often each one is actually looked at, and the quiet human signals that never make it onto a dashboard.

Complex Case Resolution Rate
Percentage of high-severity or escalated complaints you successfully resolve.
Target · 90% or higher

You take on 10 complex cases in a month and resolve 9 of them to the customer's satisfaction, meaning 90%.

Average Time to Resolution (TTR) for Escalated Cases
How quickly you get those tricky, high-priority complaints sorted out from start to finish.
Target · Under 5 business days

A customer complaint hits your desk on Monday, and you've got it fully resolved and communicated by Friday afternoon. That's a good week!

Post-Resolution CSAT (Customer Satisfaction) for Escalated Cases
The customer's happiness score after you've resolved their complaint, specifically for the cases you've handled personally.
Target · 4.5/5 or higher

Out of 20 customers whose complex complaints you resolved, 18 rated their experience with you as 5/5, and 2 as 4/5. That's a strong result.

Root Cause Analysis (RCA) Completion Rate for Systemic Issues
How often you complete a thorough RCA for complaints that point to a bigger, underlying problem, not just a one-off error.
Target · 100% for all identified systemic issues

You spot a recurring issue with billing errors. You complete a full RCA, identifying the specific database query that's causing the problem, and present it to the Engineering team.

Mentee Development & Coaching
How effectively you guide and develop junior Complaints Specialists, helping them improve their handling of difficult cases and grow their skills.
  • Junior colleagues proactively seek your advice
  • they show measurable improvement in their own case handling metrics
  • positive feedback from your manager on your coaching abilities
  • you've delivered at least one training session on complex case handling.
Proactive Systemic Issue Identification & Advocacy
Your ability to spot patterns in complaints that indicate a wider problem and then champion those issues internally to get them fixed.
  • You regularly bring specific, data-backed systemic issues to Product or Engineering
  • you're invited to cross-functional meetings to represent the 'Voice of the Customer'
  • your suggestions lead to actual process changes or product fixes
  • you're known for 'closing the loop' on systemic issues.
Internal Stakeholder Influence
How well you work with other teams (like Legal, Product, or Engineering) to get the information and actions you need to resolve complaints and prevent future ones.
  • Other departments readily provide you with information
  • they prioritise your requests for fixes
  • you're seen as a trusted partner, not just someone 'complaining about complaints'
  • you can get people on the same page even when there are conflicting priorities.

5Would you like it

The honest version. What people enjoy, and what grinds them down.

What people enjoy
Solving Complex Puzzles

You get a real buzz from unpicking a convoluted customer issue, where the problem isn't immediately obvious and requires some serious digging.

A customer has been incorrectly billed for six months, and the issue spans multiple systems and departments. You love the challenge of tracing every step to find the root cause.

Making a Tangible Difference for Customers

You're driven by the satisfaction of turning an angry, frustrated customer into someone who feels heard, understood, and ultimately, happy with the resolution.

You receive a heartfelt 'thank you' email from a customer after you've gone above and beyond to fix a critical issue they'd been struggling with for weeks.

Driving Systemic Improvement

It's not enough for you to fix one customer's problem; you want to identify the underlying issue and push for changes that prevent it from happening to hundreds of others.

You spot a recurring bug causing complaints, document it thoroughly, and successfully convince the Product team to prioritise a fix in the next sprint, seeing the complaint volume drop afterwards.

What frustrates people
  • Being the face of a problem that another department created, with no direct control over the fix.
  • Having to navigate fragmented, legacy systems to piece together a customer's history.
  • The constant battle to get systemic issues prioritised over new feature development.
  • Legal teams editing your empathetic responses into unhelpful corporate speak.
  • The emotional toll of dealing with angry customers day in, day out.
What this role does not give you
  • A quiet, predictable workload – expect urgent escalations to drop at any moment.
  • Direct control over product development or engineering roadmaps.
  • A role where you rarely interact with upset or angry people.
  • The ability to make every decision on your own without consulting others.

6Who you work with

This role directly protects our brand's reputation and customer loyalty by expertly resolving high-stakes complaints. You'll be the person who identifies systemic issues that, left unchecked, could cost us millions in churn or regulatory fines. Your insights will directly influence product roadmaps and process improvements across the business, making things better for everyone.

Inside the business
  • Product Management
  • Engineering Teams
  • Legal & Compliance
  • Sales & Account Management
  • Customer Service Operations
  • Marketing
Outside the business
  • Customers (obviously!)
  • Regulatory bodies (e.g., FCA, ICO)
  • Ombudsman Services (if applicable)

7What you need before you start

Not a wish list. The things you would be expected to already have.

  • At least 5 years of hands-on experience in a dedicated complaints handling or complex customer support role, ideally within a regulated industry.
  • Proven track record of successfully resolving highly escalated, sensitive, or regulatory-impacting customer complaints.
  • Demonstrable experience in conducting Root Cause Analysis and presenting findings to drive internal change.
  • Experience in mentoring or informally coaching junior team members.
  • Strong understanding of the customer journey and common pain points in a digital product or service environment.
  • Ability to write clear, concise, and empathetic responses, even under pressure.

8What to practise next

Where the job is going, and what to do about it starting this week.

Advanced CRM/Service Cloud Automation

Important within 9 months. You're already good at using Zendesk/Salesforce, but the next step is designing and implementing more sophisticated automations. This means less manual work for everyone and faster, more consistent complaint handling.

Complex workflow design · API integration basics · Reporting and dashboard customisation · Data quality management

  • This week: Explore the advanced automation features within our current CRM (e.g., Zendesk Triggers, Salesforce Flows) and identify one process that could be automated.
  • This month: Complete an online course or certification in advanced CRM administration or automation.
  • Month 2: Propose and build a small-scale automation within the complaints team, demonstrating its benefits.
  • Month 3: Work with the CRM admin team to implement a more complex automation that impacts multiple teams.

Quick win: Identify one repetitive manual task you or your team does in the CRM every day and research if there's an existing macro or automation feature that could handle it. Even a small win saves time.

9Staying current once you are in

What people here do to keep up
  • Regularly engage with industry forums and webinars on customer service, complaints management, and regulatory updates.
  • Seek out opportunities to shadow other departments (e.g., Product, Legal) to better understand their processes and challenges.
  • Actively participate in internal training programmes on new products, services, or system updates.
  • Take ownership of your learning by exploring online courses in data analysis, project management, or advanced communication skills.
  • Mentor junior colleagues and actively seek feedback on your coaching style.

10How the AI economy is changing work like this

Before we ask anything of you, here's what we can already say about AI and work of this kind:

The new skill this role is being asked for: Advanced Prompt Engineering & LLM Integration

Critical within 6 months – this isn't future-gazing, it's happening now. Competitors are using Large Language Models (LLMs) to draft complex complaint summaries or initial responses in minutes, not hours. Analysts who figure this out will outproduce peers significantly.

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

Your PlanIllustration

Built for Senior Complaints Manager

2 units that map to this job, from the qualifications that cover it.

  1. Resolve customers’ complaintsFocus Awards Limited · covers 3 of 10 standardsLevel 4
  2. Handle referred customer complaintsKaplan Professional Awards · covers 1 of 10 standardsLevel 3
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Advanced Prompt Engineering & LLM Integration

Critical within 6 months – this isn't future-gazing, it's happening now. Competitors are using Large Language Models (LLMs) to draft complex complaint summaries or initial responses in minutes, not hours. Analysts who figure this out will outproduce peers significantly.

  • Context windows and token limits
  • Temperature settings for different tasks
  • RAG (Retrieval Augmented Generation) architectures
  • Output validation and hallucination detection
  • Prompt chaining for complex analysis

Data Storytelling for Impact

Important within 12 months. You're already good at finding trends, but getting Product or Legal to *act* on them means telling a compelling story with your data. Just showing numbers isn't enough anymore; you need to make people care.

  • Audience-centric communication
  • Narrative structure for data
  • Visualisation best practices
  • Quantifying impact (even qualitatively)
  • Call to action

What you’ll use

Skills this role draws on

Technical

  • Root Cause Analysis (RCA)
  • Service Recovery Frameworks
  • Stakeholder Mapping & Influence
  • Voice of the Customer (VoC) Synthesis
  • Process Improvement Methodologies

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Complaints Specialist (L2)

    2-3 years

    Skills to master

    • Independent case management, initial Root Cause Analysis, effective de-escalation for moderate cases, understanding of core regulatory requirements.

    You're ready to move on when

    • Consistently exceeds targets for case resolution and CSAT.
    • Proactively identifies and flags recurring issues to management.
    • Successfully handles increasingly complex cases with minimal supervision.
    • Is often sought out by peers for advice on challenging cases.
  2. 2

    Senior Customer Service Representative / Escalations Agent

    3-5 years

    Skills to master

    • Handling high-volume, complex customer inquiries, advanced de-escalation, strong product/service knowledge, initial exposure to internal stakeholder management.

    You're ready to move on when

    • Consistently resolves complex issues that others escalate.
    • Demonstrates strong problem-solving skills, often finding creative solutions.
    • Has a deep understanding of customer pain points and internal processes.
    • Shows a natural ability to coach and guide less experienced colleagues.

11Where this role leads

The long view:Your journey here is about becoming a true expert in customer advocacy and problem-solving. Whether you choose to lead teams or become a deep specialist, the skills you develop will make you an invaluable asset to any organisation. We're excited to see where you take it.

Pay & demand

Pay and demand for this role will appear here, each figure traced to a named authoritative source (e.g. the ONS Annual Survey of Hours and Earnings, under the Open Government Licence). We don’t show numbers we can’t attribute.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Senior Complaints Manager is actually changing. In about two minutes, the free confidence check asks where you stand on each of the ten. That's the whole check, and it's what makes the plan yours rather than generic.

Where it leads

Roles this leads to

Also named as a next step, with no page in the catalogue yet:

  • Lead Complaints Analyst / Process Owner (L4)

12The team that's yours

No two people are taught the same way. This is one-to-one, not one-to-many.

Zavmo is a hyper-personalised AI learning platform. Twelve virtual tutors, each with a different way of teaching, and one orchestration agent that picks the right one for the moment. So every single lesson is shaped around you, your role, and the way you learn. Not a course everyone sits through. A conversation built for you, and no one else.

…and nine more, matched to you after your first chat. Meet all twelve

Start free and meet yours

13What it feels like

A conversation, not a course

Because your tutor knows your role, your projects and your last session, learning sounds like this. And it's different for every single person:

Resolve customers’ complaintsLevel 4

Applied to your work in Senior Complaints Manager

This unit aims to provide learners with an understanding of the importance of effective complaint resolution and the procedures involved. Learners will develop the skills to handle customer complaints professionally, adhering to organisational policies and striving for customer satisfaction through effective communication and problem-solving.

How the thinking builds
  1. Remember
  2. Understand
  3. Apply
  4. Analyse
  5. Evaluate
  6. Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

One to one, not one to many

No two people run this the same way

A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.

  1. Your actual work Every lesson is taught against a live piece of your own work, not a worked example from a textbook.
  2. What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
  3. The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
  4. How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
  5. Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.

See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.

DemonstrateIllustration

Evidenced on your work in Senior Complaints Manager

You do not finish by watching something. You finish by showing it on the work you already do, against the measures this job is judged on.

  • Complex Case Resolution RatePercentage of high-severity or escalated complaints you successfully resolve.You take on 10 complex cases in a month and resolve 9 of them to the customer's satisfaction, meaning 90%.90% or higher
  • Average Time to Resolution (TTR) for Escalated CasesHow quickly you get those tricky, high-priority complaints sorted out from start to finish.A customer complaint hits your desk on Monday, and you've got it fully resolved and communicated by Friday afternoon. That's a good week!Under 5 business days
  • Post-Resolution CSAT (Customer Satisfaction) for Escalated CasesThe customer's happiness score after you've resolved their complaint, specifically for the cases you've handled personally.Out of 20 customers whose complex complaints you resolved, 18 rated their experience with you as 5/5, and 2 as 4/5. That's a strong result.4.5/5 or higher
  • Root Cause Analysis (RCA) Completion Rate for Systemic IssuesHow often you complete a thorough RCA for complaints that point to a bigger, underlying problem, not just a one-off error.You spot a recurring issue with billing errors. You complete a full RCA, identifying the specific database query that's causing the problem, and present it to the Engineering team.100% for all identified systemic issues
These are this job's own measures, with its own targets. Nothing is marked evidenced, because nobody has started this yet. Yours would fill in from the work you bring.

Your passport

This isn't a certificate you file away. It's a passport to the life you're designing.

Every credit you earn and every fluency you build adds up: evidence where it counts, carried with you. Zavmo keeps the map: where you are, where you're heading, and the next step, at your pace, around your life. From Senior Complaints Manager to Lead Complaints Analyst / Process Owner (L4), and whatever you decide comes after.

Level 5 · in progressAI Fluency→ Lead Complaints Analyst / Process Owner (L4)→ your design
Where this takes you

Your journey here is about becoming a true expert in customer advocacy and problem-solving. Whether you choose to lead teams or become a deep specialist, the skills you develop will make you an invaluable asset to any organisation. We're excited to see where you take it.

See Your Progress GrowIllustration
Senior Complaints Manager
  • Root Cause Analysis (RCA)
  • Service Recovery Frameworks
  • Stakeholder Mapping & Influence
  • Voice of the Customer (VoC) Synthesis
  • Process Improvement Methodologies
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

14The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Senior Complaints Manager is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Lead Complaints Analyst / Process Owner (L4)

    3-5 years

    You'd move from leading individual complex cases and mentoring to architecting solutions for systemic issues across the entire complaints function. You'd be more focused on data, process design, and influencing broader change.

    • Deep expertise in Lean/Six Sigma methodologies for process optimisation.
    • Advanced dashboard creation and data visualisation in Tableau/Power BI.
    • Stakeholder management at a more senior, cross-departmental level.
    • Budget management for small-scale projects (e.g., new tools).

  2. Complaints Manager (L5)

    4-6 years

    This path takes you into people leadership. You'd be managing a team of Complaints Specialists and Senior Complaints Managers, owning the overall performance and development of the function, and managing key cross-departmental relationships.

    • Vendor management for complaints-related tools or services.
    • Advanced regulatory reporting and audit management.
    • Executive-level communication and presentation skills.
    • Building and maintaining strong relationships with senior leaders across the business.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be honest, a lot of the complaints process can be a bit of a grind. Sifting through notes, drafting responses, trying to spot patterns in mountains of text – it takes time. But what if you could offload some of that to AI? At Zavmo, we're not just talking about it; we're building the tools to make it happen, freeing you up for the really important stuff: solving those tricky problems and connecting with customers.

Our AI Productivity Hub is designed to take the repetitive, time-consuming parts of your job and automate them, giving you back precious hours every week. Think of it as having a super-efficient assistant that handles the grunt work, leaving you to focus on the human element of complaints management.

Automated Complaint Triage & Routing

Imagine AI reading every incoming complaint email or ticket, instantly understanding its urgency and sentiment, then routing it to the exact right specialist (or even you!) without you lifting a finger. It's like having a super-smart receptionist for your inbox.

Accelerated Trend & Sentiment Analysis

Instead of manually poring over hundreds of customer comments to spot a new issue, AI can process thousands of open-text responses in seconds. It'll flag emerging problems or shifts in customer mood days, even weeks, before a human would notice, giving you a head start on systemic fixes.

Instant Customer History Synthesis

Before you jump on a call with an escalated customer, AI can pull their entire history – past purchases, previous support tickets, survey feedback – and summarise it into a concise brief. You'll have full context in seconds, ready to impress them with how well you know their situation.

Compliant First-Draft Communication

For common complaints, AI can generate a first draft of a response, incorporating the customer's specific details and ensuring all the necessary legal and compliance language is included. You then just edit for empathy and tone, saving you hours of repetitive writing and reducing compliance risk.

Common questions

Common questions

How do you become a Senior Complaints Manager?

Common routes in include Complaints Specialist (L2) (2-3 years) and Senior Customer Service Representative / Escalations Agent (3-5 years). Times vary with prior experience.

Where can a Senior Complaints Manager progress to?

This role can lead on to Lead Complaints Analyst / Process Owner (L4) (3-5 years) and Complaints Manager (L5) (4-6 years), depending on the skills you build.

What level is a Senior Complaints Manager in the UK?

This role aligns to RQF Level 5 on the UK framework, a guide to the depth of qualification it maps to, not a hard entry bar.

What new skills matter most for a Senior Complaints Manager?

Increasingly, Advanced Prompt Engineering & LLM Integration and Data Storytelling for Impact. These are the areas where the higher-paid, future-proof work is heading.

The honest bit

You’ve started things before

Most of them were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.

There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.

And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.

What it costs

Less than one coaching session. Every month.

A single career-coaching hour costs more than a month of this, and it ends when the hour does. Zavmo doesn't. It's £70 a month, about £2.30 a day, for a companion that knows a Senior Complaints Manager, works on the job you actually do, and keeps going at your pace rather than a timetable's.

  • Searching and planning stay free. You only pay when you start learning.
  • Your credits are yours. Regulated, and they don't vanish when a subscription ends.
  • Cancel any time and billing stops. No notice period, no minimum term.

Your path, personalised

You have the map. Walking it is the part we do together.

This route runs to 10 national skill standards. That is a real journey.

Zavmo shapes a learning experience as unique as you are. It fits how you learn, your pace and the work you already do. Every step stays benchmarked to recognised national standards. That’s the plan for becoming a Senior Complaints Manager: personal to you, and it still counts. The first steps are free.

Independent research finds well-designed intelligent tutoring performs nearly as well as one-to-one human tutoring: VanLehn (2011), Educational Psychologist.

A private tutor in the UK averages £35–40 an hour . Zavmo is £70/month.

A real plan on learn.zavmo.ai: Ofqual-regulated units, credits, and a three-month run at your own pace.
Start free No commitment. See your first steps free.

15Where to go from here

Other roles at Level 5

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

Other roles in Customer Service

Stay in the field you know and move sideways rather than up.

If you leave this industry

The skills you'll gain here – advanced complaints handling, Root Cause Analysis, stakeholder influence, and process improvement – are highly transferable. You could easily move into similar senior roles in other regulated industries like healthcare, telecommunications, or even public sector organisations. The core challenge of managing customer dissatisfaction and driving systemic change is universal.

Not sure this is the right direction?

Work out what you actually want from work first, then come back and see which roles fit it. Takes about ten minutes.

This role profile is © 2026Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Build my plan, free Here's the first ten minutes: a 2-minute confidence check → your personalised roadmap → meet the tutors matched to you. No card, cancel any time. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.