At a Glance
- Tasks: Lead the complaints team and ensure fair outcomes for customers in a regulated environment.
- Company: Dynamic financial services firm based in Sheffield with a focus on customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work culture.
- Other info: Join a collaborative team and enhance your leadership skills while making an impact.
- Why this job: Make a real difference by improving customer experiences and driving business improvements.
- Qualifications: Experience in managing complaints within FCA-regulated environments and strong analytical skills.
The predicted salary is between 40000 - 45000 £ per year.
We are looking for an experienced Complaints Manager to take ownership of the complaints function within a regulated financial services environment. This is a key role responsible for ensuring customers receive fair and appropriate outcomes, while identifying trends, managing risk and driving improvements across the wider business.
The successful candidate will:
- Take overall responsibility for the effective management of customer complaints, ensuring they are handled fairly, accurately and within required timescales.
- Manage complex, high-risk and vulnerable customer cases where appropriate.
- Ensure complaint responses and outcomes meet regulatory and internal requirements.
- Maintain and improve complaints processes, procedures and working practices.
- Ensure Consumer Duty principles are embedded throughout the complaints journey.
- Monitor complaint volumes, trends, root causes, resolution times and redress through effective MI and reporting.
- Provide regular analysis and recommendations to senior stakeholders.
- Identify recurring issues and work with relevant teams to implement corrective actions.
- Drive improvements to processes, systems and customer journeys to reduce repeat complaints.
- Oversee complaint-related redress and compensation, ensuring decisions are fair, consistent and appropriately documented.
- Lead, coach and develop the complaints team, supporting performance, capability and training.
- Build strong working relationships with teams across Compliance, Risk, Operations, Product and Finance.
- Represent the complaints function in relevant meetings and governance forums.
- Support regulatory reviews, information requests and other compliance activity where required.
What we're looking for:
- Significant experience managing complaints within an FCA-regulated financial services environment.
- Strong knowledge of FCA DISP, Consumer Duty and complaints regulation.
- Previous experience managing or leading a complaints team.
- Strong understanding of fair customer outcomes and complaint governance.
- Excellent analytical skills and experience using MI to identify trends and drive improvements.
- Strong judgement and decision-making ability.
- Excellent communication and stakeholder management skills.
- A proactive approach to identifying risks and improving processes.
- Experience of supporting regulatory reviews or audits, complaints transformation or wider change projects would be advantageous, as would knowledge of SM&CR.
The successful candidate will be customer-focused, commercially aware and comfortable operating within a regulated environment, with the ability to balance customer outcomes, regulatory requirements and wider business priorities.
If this sounds like your next opportunity, we’d love to hear from you — apply today.
Complaints Manager employer: BramahHR Ltd
Join a prestigious organisation in the education sector as a Recruitment & Compliance Coordinator, where you will play a vital role in ensuring the highest standards of safeguarding and compliance. Enjoy a supportive work culture that values your expertise and offers opportunities for professional growth, all while working term time only plus two weeks, allowing for a great work-life balance. This is an excellent chance to contribute to a meaningful mission while being part of a dedicated team committed to making a difference in the lives of students and staff alike.
