At a Glance
- Tasks: Lead the complaints function, ensuring fair outcomes and driving improvements.
- Company: Dynamic financial services firm in Sheffield with a focus on customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive team environment.
- Other info: Join a collaborative team and grow your career in a key leadership role.
- Why this job: Make a real difference by improving customer experiences and processes.
- Qualifications: Experience in managing complaints within a regulated financial environment is essential.
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 in Sheffield 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.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Sheffield
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like BramahHR Ltd. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Complaints Manager in Sheffield
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to BramahHR Ltd.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on BramahHR Ltd's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at BramahHR Ltd
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with BramahHR Ltd.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at BramahHR Ltd will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former BramahHR Ltd employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
