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Complaints Manager

Manchester Permanent £40,000 - £40,000 per year View Job Description
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.
  • An opportunity to work for a fast growing business in the FCA world.
  • Competitive salary on offer plus bonus!

About Our Client

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.

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.



What's on 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
Contact
Lee Mcerlean
Quote job ref
JN-062026-7048003
Phone number
+44 161 829 0398

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Financial Services
Location
Manchester
Contract type
Permanent
Consultant name
Lee Mcerlean
Consultant phone
+44 161 829 0398
Job reference
JN-062026-7048003