At a Glance
- Tasks: Lead the complaints function and drive continuous improvement for customer outcomes.
- Company: Dynamic financial services firm with a focus on customer experience.
- Benefits: 30 days annual leave, flexible working, and generous pension contributions.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Extensive 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
Location: London (Hybrid Working – Option to attend office 2 days per week)
Contract: Permanent
Hours: Full time, 37.5 hours per week, flexible days and/or hours (Mon‑Fri)
Salary: £55,000 - £67,500 per year (Up to £62,000 in Sheffield / Up to £67,500 in London, depending on experience).
Benefits Package:
- 30 days annual leave plus bank holidays (pro rata for part‑time) and the option to buy and sell holiday.
- 15% employer pension contribution and discretionary bonus scheme.
- Flexible working, cycle‑to‑work scheme, healthcare cash plan and life assurance.
- Paid voluntary days, maternity, adoption and shared parental leave.
- Additional perks designed to suit your lifestyle – discounts on retail, socialising, health and wellbeing, travel and technology.
THE ROLE
As the Senior Complaints Manager, you will shape and lead the complaints function, ensuring customers receive fair, timely and effective outcomes while driving continuous improvement across the organisation. Reporting to the Customer Experience Director, you will own the end‑to‑end complaints framework, ensuring compliance with FCA regulations, DISP requirements and Consumer Duty principles. You will use complaint insights to identify emerging risks, trends and opportunities for improvement, influencing positive change that enhances customer experience and business performance.
With significant experience managing complaints in an FCA‑regulated financial services environment, you will bring a genuine commitment to delivering good customer outcomes, interpreting complex regulatory requirements and translating complaint data into meaningful insights and practical recommendations.
Key responsibilities include:
- Preparing and presenting high‑quality reports, management information and recommendations to Executive Committees, Board Committees and other senior stakeholders.
- Engaging confidently with senior leaders, providing clear, evidence‑based insight and influencing decision‑making through effective communication.
- Leading and developing a talented team, creating an environment where colleagues feel supported, empowered and accountable.
- Working collaboratively across the business, embedding complaint learnings 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.
Senior Complaints Manager employer: British Business Bank
As a Senior Complaints Manager in London, you will join a dynamic and supportive work culture that prioritises employee well-being and professional growth. With a comprehensive benefits package including flexible working options, generous annual leave, and a strong commitment to continuous improvement, this role offers a unique opportunity to make a meaningful impact while enjoying a balanced lifestyle. The company fosters an environment where your insights drive positive change, ensuring that both customers and employees thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Manager
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like British Business Bank looking for candidates who are engaged and informed.
We think you need these skills to ace Senior Complaints Manager
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at British Business Bank. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at British Business Bank
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with British Business Bank’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
