Senior Complaints Manager

Role Overview

• Play a pivotal role in shaping and leading the complaints function
• Ensure customers receive fair, timely and effective outcomes
• Drive continuous improvement across the organisation
• Take ownership of the end-to-end complaints framework
• Ensure compliance with FCA regulations
• Use complaint insights to identify emerging risks, trends and opportunities
• Prepare and present high-quality reports and recommendations to senior stakeholders
• Lead and develop a team, creating a supportive environment

Requirements

• Significant experience of managing complaints within an FCA-regulated financial services environment
• Genuine commitment to delivering good customer outcomes
• Comfortable interpreting complex regulatory requirements
• Ability to translate complaint data into meaningful insight and practical recommendations
• Experience working with the Financial Ombudsman Service and producing governance reporting within a regulated financial services environment

Benefits

• 30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday
• 15% employer pension contribution, discretionary bonus scheme
• Flexible working, cycle to work scheme, healthcare cash plan and life assurance
• Paid voluntary days, maternity, adoption, and shared parental leave
• Benefits designed to suit your lifestyle
• from discounts on retail and socialising, to health and wellbeing, travel, and technology and plenty more