At a Glance
- Tasks: Lead the complaints experience, turning feedback into actionable improvements and guiding senior teams.
- Company: Join a forward-thinking financial services group focused on customer advocacy.
- Benefits: Enjoy 28 days holiday, private medical care, and a generous pension scheme.
- Other info: Hybrid working with opportunities for travel and professional growth.
- Why this job: Make a real impact by shaping customer experiences and driving meaningful change.
- Qualifications: Experience in complaints handling and strong leadership skills in regulated environments.
The predicted salary is between 56059 - 68517 £ per year.
In this role you drive complaints experience across the Group, shaping learning from feedback to improve outcomes and advocacy. You lead a centre of excellence, aligning handling with regulatory expectations and turning insights into action. You will guide senior teams on best practice, influence improvements across products and processes, and support high-profile cases with expert judgement. You operate across Manchester or Coventry with hybrid arrangements and travel as needed.
Pay / Benefits
- 28 days holiday plus bank holidays
- annual discretionary bonus
- private pension with enhanced contributions
- private medical and health screenings
- maternity, paternity and shared parental leave
- wellbeing support
Responsibilities
- Provide technical leadership and guidance on complaints handling
- Translate complaint trends and customer insight into actionable improvements
- Ensure compliance with FCA requirements, DISP and Consumer Duty
- Support resolution of complex, sensitive, high-profile complaints
- Foster a culture of continuous improvement across the Group
- Champion customer advocacy and vulnerability in service recovery
- Influence senior stakeholders and own issue resolution for meaningful change
- Collaborate across functions to improve service, products and processes
Key requirements
- Significant experience in complaints, customer outcomes, complaint quality or leadership in regulated financial services
- Expert knowledge of FCA complaint handling requirements, DISP and Consumer Duty
- Extensive knowledge of Financial Ombudsman Service processes, decisions and expectations
- Experience in leading, motivating and coaching colleagues
- Strong understanding of vulnerability, customer advocacy and outcome frameworks
- Experience persuading and influencing senior stakeholders
- Experience of taking ownership of high-profile complaints
- Ability to interpret complaint data and regulatory developments to drive improvements
- Experience in risk management and implementing effective controls
- initiative
- stakeholder influencing
- coaching and mentoring
- root cause analysis
- data interpretation of complaints and customer insight
- regulatory change tracking
Complaints Experience Lead employer: Coventry Building Society
Coventry Building Society is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. With a strong focus on employee growth and development, the role of Lead QRM Model Developer provides opportunities to engage in high-profile projects that shape the future of financial services. Our hybrid working model, competitive benefits, and commitment to a supportive culture make Coventry Building Society a rewarding place to advance your career.
