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For Companies At a Glance
- Tasks: Lead the strategy for complaints quality and assurance, ensuring customer-centric outcomes.
- Company: Join a leading financial services organisation committed to integrity and trust.
- Benefits: Enjoy a comprehensive benefits package, flexible working, and support for your development.
- Why this job: Make a real impact by enhancing complaint handling and driving continuous improvement.
- Qualifications: Senior leadership experience in quality or complaints, with strong communication skills.
- Other info: Collaborative environment with opportunities for career growth and personal development.
The predicted salary is between 36000 - 60000 £ per year.
About the Opportunity
Job Type: Permanent
Application Deadline: 09 February 2026
About your team
Resolutions help Fidelity uphold Integrity and Trust by acting bravely, boldly, curiously, and compassionately, while resolving complaints and offering independent data and insights.
About your role
The Head of Complaints Quality & Assurance owns the strategy and delivery of the complaint handling quality framework within Resolutions. The role leads both QC and QA functions, ensuring accurate, fair, and customer-centric outcomes while supporting operational efficiency. A key focus is partnering closely with complaint handling teams to uplift quality, drive consistency, and enhance production performance. The role also strengthens learning and feedback across Resolutions, identifies systemic issues, contributes to RCA activity, and drives improvements to processes, governance, and capability.
Key Responsibilities
- Leadership & Strategy
- Set and deliver the Complaints Quality & Assurance strategy.
- Lead and develop the QC and QA teams; embed clarity and high standards.
- Implement the new quality operating model and support the wider restructure.
- Promote a culture of strong customer outcomes and continuous learning across Resolutions.
- Quality Control & Quality Assurance Frameworks
- Own QC and QA methodologies, ensuring regulatory and internal alignment.
- Ensure effective sampling, scoring, calibration, and feedback processes.
- Provide independent assurance of complaint outcomes.
- Maintain consistency through calibration and quality forums.
- Operational Partnership
- Work closely with complaint handling teams to improve quality and production.
- Identify and address behavioural, capability, or systemic issues.
- Embed feedback loops and learning routines into frontline operations.
- Support sustainable quality and performance through strong relationships.
- Insights, MI & Reporting
- Own quality MI, reporting, and commentary.
- Highlight trends, risks, and systemic issues.
- Present insights and recommendations to senior leaders and governance forums.
- Continuous Improvement & RCA
- Contribute to RCA through quality insights and evidence.
- Support prioritisation and delivery of improvement initiatives.
- Highlight and address control gaps or design weaknesses.
- Risk, Compliance & Governance
- Act as key liaison for Risk, Compliance, and Audit.
- Chair complaints quality governance meetings.
- Support representation at conduct or governance committees.
- Ensure compliance with FCA DISP, TCF, Consumer Duty, and Ombudsman expectations.
- People & Stakeholder Leadership
- Build capability and uplift performance across QC and QA.
- Support delivery of coaching insights and performance management.
- Foster strong working relationships across Operations, Risk, and Compliance.
- Role-model collaborative, customer-focused leadership.
About you
Essential
- Senior leadership experience in quality, complaints, or regulated operations.
- Strong QC/QA knowledge and experience improving quality frameworks.
- Ability to interpret insights and drive actions.
- Excellent stakeholder influence and communication skills.
- Strong risk and control understanding.
Desirable
- Experience in complaints or financial services operations.
- Working knowledge of DISP, TCF, Consumer Duty.
- Experience contributing to RCA processes.
- Good data literacy.
Skills & Competencies
- Customer-focused mindset and strong judgement.
- Constructive challenge and ability to uphold standards.
- Clear, confident communicator.
- Collaborative leadership style.
- Continuous improvement mindset.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.
Senior Manager - Complaints Quality and Assurance Lead in Kingswood employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - Complaints Quality and Assurance Lead in Kingswood
✨Tip Number 1
Network like a pro! Reach out to current employees at Fidelity or in similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and how they align with your own. Be ready to share examples of how you've demonstrated integrity and customer focus in your past roles.
✨Tip Number 3
Showcase your leadership skills during interviews. Talk about how you've uplifted team performance or improved quality frameworks in previous positions. We want to see your impact!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can keep you top of mind. Plus, it shows your enthusiasm for the position.
We think you need these skills to ace Senior Manager - Complaints Quality and Assurance Lead in Kingswood
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in quality control and assurance. We want to see how your skills align with the role of Complaints Quality and Assurance Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Senior Manager, we’re looking for someone who can lead and inspire teams. Use your application to demonstrate your leadership style and any successful initiatives you've implemented in previous roles. This is your chance to shine!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit for the team.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Fidelity International
✨Know Your Quality Frameworks
Make sure you understand the key quality control and assurance methodologies relevant to the role. Familiarise yourself with how these frameworks align with regulatory standards like FCA DISP and TCF, as this will show your commitment to maintaining high standards.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your senior leadership experience in quality and complaints management. Highlight instances where you've successfully led teams to improve performance and foster a culture of continuous learning.
✨Be Data Savvy
Brush up on your data literacy skills. Be ready to discuss how you've used insights and reporting to drive improvements in complaint handling processes. This will illustrate your ability to interpret data and take actionable steps.
✨Communicate Effectively
Practice clear and confident communication. You’ll need to influence stakeholders and present insights to senior leaders, so think about how you can convey complex information in an understandable way during the interview.
