About this role

End-to-end ownership of complex, high‑risk complaints, including P1 and CEO‑level complaints
Deliver timely, fair and well‑reasoned outcomes that balance customer, commercial and regulatory requirements
Act as a trusted escalation point for Senior Leadership and key stakeholders
Maintain strong subject‑matter expertise in complaint handling requirements and internal policy
Resolve complaints across multiple technical and commercial domains
Identify emerging complaint risks, trends and systemic issues

End-to-end ownership of complex, high‑risk complaints
Trusted escalation point for Senior Leadership and key stakeholders
Strong subject‑matter expertise in complaint handling requirements and internal policy
Resolve complaints across multiple technical and commercial domains
Identify emerging complaint risks, trends and systemic issues
Strong professional judgement and high regulatory awareness
Communicate clearly and confidently with customers and senior stakeholders

Complaints Manager

Key skills