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 • Led, motivated and develop a team of 18+ Complaints Handlers and Team Leaders, driving engagement, capability and performance. • Foster a high-performance culture focused on delivering fair customer outcomes, accountability and continuous improvement. • Conducted regular coaching, performance reviews and development planning to support individual and team growth. • Managed the end-to-end complaints process, ensuring compliance with FCA DISP requirements and regulatory standards. • Ensured complaints were thoroughly investigated, resolved fairly and completed within prescribed regulatory time frames. • Maintained adherence to FCA regulations, Consumer Duty requirements and internal governance policies across all complaint activities. • Partnered with Compliance and Risk teams to identify, assess and mitigate regulatory and operational risks. • Built and maintained effective relationships with key stakeholders across Operations, Compliance, Risk, Sales and Customer Experience functions. Profile A successful Complaints Manager should have: • Demonstrated success in leading complaints teams within FCA-regulated environments. • Extensive experience managing and developing large-scale operational teams, typically comprising 15 or more colleagues. • In-depth knowledge of FCA DISP regulations, Consumer Duty requirements and industry best practices in complaint handling. • Strong leadership and coaching capabilities, with a proven ability to enhance performance, engagement and team effectiveness. • Skilled in managing complaint-related KPIs, service level agreements, quality assurance frameworks and regulatory time frames. • Highly analytical, with the ability to interpret complaint trends, identify root causes and drive continuous improvement initiatives. • Excellent communication and stakeholder management skills, with the ability to build effective relationships across all levels of the business. • Able to balance commercial priorities with regulatory obligations and fair customer outcomes. • Customer centric approach combined with sound regulatory judgement and decision-making skills. Job Offer • A competitive salary of £40,000 • Comprehensive benefits package to support your professional and personal needs. • Opportunities for professional development and career progression. • A collaborative work environment in the financial services industry. • EAP scheme