Complaints Manager

The role of Complaints Manager requires someone with a strong understanding of complaint resolution processes within the financial services industry. This is an excellent opportunity to lead a customer service team and ensure high standards of service delivery in Manchester.

Client Details

This is a well-established organisation within the financial services sector, known for its customer-centric approach. As a medium-sized company, they pride themselves on offering tailored solutions and maintaining a high level of customer satisfaction.

Description

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• Led, motivated and develop a team of 18+ Complaints Handlers and Team Leaders, driving engagement, capability and performance.
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• Foster a high-performance culture focused on delivering fair customer outcomes, accountability and continuous improvement.
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• Conducted regular coaching, performance reviews and development planning to support individual and team growth.
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• Managed the end-to-end complaints process, ensuring compliance with FCA DISP requirements and regulatory standards.
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• Ensured complaints were thoroughly investigated, resolved fairly and completed within prescribed regulatory time frames.
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• Maintained adherence to FCA regulations, Consumer Duty requirements and internal governance policies across all complaint activities.
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• Partnered with Compliance and Risk teams to identify, assess and mitigate regulatory and operational risks.
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• Built and maintained effective relationships with key stakeholders across Operations, Compliance, Risk, Sales and Customer Experience functions.
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Profile

A successful Complaints Manager should have:

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• Demonstrated success in leading complaints teams within FCA-regulated environments.
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• Extensive experience managing and developing large-scale operational teams, typically comprising 15 or more colleagues.
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• In-depth knowledge of FCA DISP regulations, Consumer Duty requirements and industry best practices in complaint handling.
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• Strong leadership and coaching capabilities, with a proven ability to enhance performance, engagement and team effectiveness.
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• Skilled in managing complaint-related KPIs, service level agreements, quality assurance frameworks and regulatory time frames.
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• Highly analytical, with the ability to interpret complaint trends, identify root causes and drive continuous improvement initiatives.
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• Excellent communication and stakeholder management skills, with the ability to build effective relationships across all levels of the business.
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• Able to balance commercial priorities with regulatory obligations and fair customer outcomes.
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• Customer centric approach combined with sound regulatory judgement and decision-making skills.
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Job Offer

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• A competitive salary of £40,000
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• Comprehensive benefits package to support your professional and personal needs.
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• Opportunities for professional development and career progression.
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• A collaborative work environment in the financial services industry.
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• EAP scheme
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