At a Glance
- Tasks: Lead the complaints function, ensuring fair and effective outcomes for customers.
- Company: Dynamic financial services firm focused on customer experience.
- Benefits: 30 days annual leave, flexible working, and a generous pension contribution.
- Other info: Join a supportive team with opportunities for professional growth.
- Why this job: Make a real impact by driving positive change in customer service.
- Qualifications: Experience in regulated complaints management and strong communication skills.
The predicted salary is between 55000 - 67500 £ per year.
Application Deadline: 18 June 2026
Department: Relationship Management
Employment Type: Permanent
Location: London
Compensation: £55,000 - £67,500 / year
Description
Location: Sheffield / London / Hybrid Working (Expectation that you will attend an office 2 days per week)
Contract: Permanent
Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)
Salary: Up to £62,000 (Sheffield) / Up to £67,500 (London) depending on experience
Benefits package:
- 30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday
- 15% employer pension contribution, discretionary bonus scheme
- Flexible working, cycle to work scheme, healthcare cash plan and life assurance
- Paid voluntary days, maternity, adoption, and shared parental leave
- Benefits designed to suit your lifestyle - discounts on retail and socialising, health and wellbeing, travel, technology, and more
THE ROLE
As our Senior Complaints Manager, you will play a pivotal role in shaping and leading our complaints function, ensuring customers receive fair, timely and effective outcomes while helping to drive continuous improvement across the organisation. Reporting to the Customer Experience Director, you will take ownership of the end-to-end complaints framework, ensuring compliance with FCA regulations, including DISP requirements and Consumer Duty principles.
You will use complaint insights to identify emerging risks, trends and opportunities for improvement, helping to influence positive change that enhances customer experience and business performance. You will bring significant experience of managing complaints within an FCA-regulated financial services environment, with a genuine commitment to delivering good customer outcomes.
You will be comfortable interpreting complex regulatory requirements and translating complaint data into meaningful insight and practical recommendations. A key part of the role involves preparing and presenting high-quality reports, management information and recommendations to Executive Committees, Board Committees and other senior stakeholders.
You will be confident engaging with senior leaders, providing clear evidence-based insight and influencing decision-making through effective communication. You will also lead and develop a talented team, creating an environment where colleagues feel supported, empowered and accountable.
Working collaboratively across the business, you will ensure complaint learnings are embedded into processes, products and services to prevent recurring issues and improve outcomes for customers.
To be successful, you will have extensive experience in regulated complaints management, a proven track record of delivering customer-focused improvements and the ability to balance regulatory compliance with a fair and empathetic approach. Experience working with the Financial Ombudsman Service and producing governance reporting within a regulated financial services environment will be highly valued.
If you are passionate about putting customers at the centre of decision-making and using insight to drive meaningful change, we would welcome your application.
Key Benefits:
- 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
- 15% employer pension contribution
- Flexible working
- Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
- Paid voluntary days, maternity, paternity, adoption, and shared parental leave
- Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more
Senior Complaints Manager employer: British Business Bank plc
As a Senior Complaints Manager at our London office, you will thrive in a dynamic and supportive work culture that prioritises employee well-being and professional growth. With a comprehensive benefits package including flexible working arrangements, generous annual leave, and a strong commitment to continuous improvement, we empower our employees to make a meaningful impact while enjoying a balanced lifestyle. Join us to be part of a forward-thinking team dedicated to enhancing customer experiences and driving positive change within the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Senior Complaints Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management and FCA regulations. We recommend doing mock interviews with friends or using online platforms to get comfortable articulating your experience and insights.
✨Tip Number 3
Showcase your expertise! Create a portfolio or presentation that highlights your achievements in complaints management, including any data-driven insights you've provided to senior stakeholders. This will help you stand out during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search and genuinely interested in joining our team.
We think you need these skills to ace Senior Complaints Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Complaints Manager role. Highlight your experience in managing complaints within an FCA-regulated environment and any relevant achievements that showcase your ability to drive customer-focused improvements.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're passionate about this role. Share specific examples of how you've used complaint insights to influence positive change and improve customer experiences in your previous roles.
Showcase Your Communication Skills:Since you'll be engaging with senior leaders, it's crucial to demonstrate your communication skills. Use clear and concise language in your application, and consider including examples of high-quality reports or presentations you've prepared in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. This way, we can ensure your application gets the attention it deserves, and you can easily keep track of your application status!
How to prepare for a job interview at British Business Bank plc
✨Know Your Regulations
As a Senior Complaints Manager, you'll need to be well-versed in FCA regulations and DISP requirements. Brush up on these before your interview, and be ready to discuss how you've navigated complex regulatory environments in your previous roles.
✨Showcase Your Insights
Prepare to share specific examples of how you've used complaint data to drive improvements. Think about trends you've identified and the positive changes you've implemented as a result. This will demonstrate your ability to translate data into actionable insights.
✨Engage with Confidence
You'll be presenting to senior stakeholders, so practice your communication skills. Be clear and concise when discussing your experience and recommendations. Use evidence-based insights to back up your points, showing that you can influence decision-making effectively.
✨Team Leadership Matters
Highlight your experience in leading and developing teams. Discuss how you've created supportive environments for your colleagues and how you've empowered them to take ownership of their roles. This will show that you're not just a manager, but a leader who values collaboration.
