Complaints Manager

Immediate start, growing organisation.
Competitive Salary & Benefits package.

About Our Client

Sat in the financial services industry, Zuto is known for its customer-focused approach and commitment to improving client experiences. The company values structured processes and results-oriented professionals to drive success.

Job 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.

The Successful Applicant

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.