Complaints Manager

Complaints ManagerSalary: £40,000 - £45,000 depending on experienceLocation: Sheffield, office basedWe are looking for an experienced Complaints Manager to take ownership of the complaints function within a regulated financial services environment. This is a key role responsible for ensuring customers receive fair and appropriate outcomes, while identifying trends, managing risk and driving improvements across the wider business. The successful candidate will:\n

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• Take overall responsibility for the effective management of customer complaints, ensuring they are handled fairly, accurately and within required timescales.
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• Manage complex, high-risk and vulnerable customer cases where appropriate.
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• Ensure complaint responses and outcomes meet regulatory and internal requirements.
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• Maintain and improve complaints processes, procedures and working practices.
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• Ensure Consumer Duty principles are embedded throughout the complaints journey.
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• Monitor complaint volumes, trends, root causes, resolution times and redress through effective MI and reporting.
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• Provide regular analysis and recommendations to senior stakeholders.
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• Identify recurring issues and work with relevant teams to implement corrective actions.
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• Drive improvements to processes, systems and customer journeys to reduce repeat complaints.
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• Oversee complaint-related redress and compensation, ensuring decisions are fair, consistent and appropriately documented.
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• Lead, coach and develop the complaints team, supporting performance, capability and training.
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• Build strong working relationships with teams across Compliance, Risk, Operations, Product and Finance.
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• Represent the complaints function in relevant meetings and governance forums.
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• Support regulatory reviews, information requests and other compliance activity where required.
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What we're looking for\n

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• Significant experience managing complaints within an FCA-regulated financial services environment.
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• Strong knowledge of FCA DISP, Consumer Duty and complaints regulation.
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• Previous experience managing or leading a complaints team.
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• Strong understanding of fair customer outcomes and complaint governance.
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• Excellent analytical skills and experience using MI to identify trends and drive improvements.
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• Strong judgement and decision-making ability.
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• Excellent communication and stakeholder management skills.
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• A proactive approach to identifying risks and improving processes.
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Experience of supporting regulatory reviews or audits, complaints transformation or wider change projects would be advantageous, as would knowledge of SM&CR. The successful candidate will be customer-focused, commercially aware and comfortable operating within a regulated environment, with the ability to balance customer outcomes, regulatory requirements and wider business priorities.If this sounds like your next opportunity, we’d love to hear from you — apply today!