Requirements
* Experience in a people leadership role, with a strong background in complaints handling and resolution, preferably in a regulated industry
* You’ll be a champion of our values, and encourage others to be the same
* You’ve managed complaints, escalations, or complex issues. You’re passionate about delivering fair outcomes and continuously improving the customer experience
* You’re data-driven - you can track, analyse, and report complaint trends, using insights to drive process improvements and enhance customer satisfaction
* You love to make things better, and you’re a natural idea generator. You can turn those ideas into scoped pieces of work, and you’ve played a part in many successful projects or initiatives
* Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done
* You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business
* You’re ambitious and eager to progress quickly to grow alongside the company
* You apply yourself to everything you do, recognising the difference that makes to the business
* You treat everyone with integrity, respect and kindness - whether it’s your colleagues, our customers, or our partners
What the job involves
* We’re looking for a customer-focused Complaints Manager to play a key role in shaping how we handle complaints and make a genuine impact to our customers
* As our Complaints Manager, you’ll take ownership of the end-to-end complaints process, ensuring that customer concerns are handled with care, accuracy, and a customer-first mindset. Beyond managing complaints, you’ll lead and guide a small team, helping them navigate complex cases and continuously improve our approach
* In this role, you’ll work closely alongside our Operations Managers and report directly to our Operations Director, Devisha, to refine and enhance our complaints strategy
* We’re a fast-growing business, so there will be plenty of opportunities to innovate, improve processes, and influence the way we operate as a function. If you’re passionate about delivering great customer outcomes, thrive in a fast-paced environment, and turning challenges into opportunities, we’d love to hear from you!
* Act as the go-to expert for escalated customer complaints, ensuring high-stakes issues are handled with precision, empathy, and efficiency
* Keep our complaint resolution process razor-sharp and fully aligned with FCA regulations, safeguarding compliance while championing customer fairness
* You will be the key liaison with the Financial Ombudsman to ensure every customer receives a just and transparent outcome
* Deliver impactful training to upskill the team in communication, compliance, and customer empathy—turning every challenge into an opportunity for excellence
* Maintain meticulous records of all complaints and resolutions, leveraging insights to refine processes and enhance the overall customer experience. Provide regular, data-driven reports on complaint trends, root causes, and resolution effectiveness—delivering actionable insights to leadership to fuel continuous improvement
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