At a Glance
- Tasks: Lead a team to manage customer complaints and drive operational excellence.
- Company: Growing financial services business with a strong customer-first culture.
- Benefits: Competitive salary, annual bonus, healthcare support, and flexible wellbeing initiatives.
- Other info: Genuine opportunities for career development and progression.
- Why this job: Make a real impact on customer outcomes in a supportive environment.
- Qualifications: Experience managing complaints teams in FCA-regulated environments and strong leadership skills.
The predicted salary is between 59576 - 65000 £ per year.
Location: Manchester
Salary: Up to £40,000
About the Opportunity
My client is a well-established and growing financial services business with a strong customer-first culture. Operating within a regulated environment, they’re committed to delivering a transparent, straightforward customer experience while continually improving the way they support their customers. Due to continued growth, they’re looking for an experienced Complaints Manager to lead a high-performing team and drive operational excellence across their complaints function.
The Role
As Complaints Manager, you’ll lead and develop a team of over 18 Complaints Handlers and Team Leaders responsible for managing customer complaints within an FCA-regulated business. You’ll be responsible for ensuring complaints are handled fairly, consistently and within regulatory timescales, while driving team performance, quality standards and positive customer outcomes. Working closely with Compliance, Risk, Customer Experience and Operational stakeholders, you’ll use complaint insight to identify trends, reduce customer detriment and support continuous improvement across the business. This is an excellent opportunity for an experienced people leader with a strong understanding of FCA regulations, complaints governance and customer outcomes.
Key Responsibilities
- Leadership & People Management
- Lead, motivate and develop a team of Complaints Handlers and Team Leaders.
- Foster a high-performance culture focused on customer outcomes, accountability and continuous improvement.
- Deliver regular coaching, performance reviews and development planning.
- Complaints Management
- Oversee the end-to-end complaints process, ensuring compliance with FCA DISP requirements.
- Ensure complaints are investigated thoroughly, resolved fairly and completed within regulatory deadlines.
- Monitor performance against KPIs, SLAs and quality standards.
- Compliance & Governance
- Ensure complaint handling aligns with FCA regulations, Consumer Duty requirements and internal governance.
- Work closely with Compliance and Risk teams to identify emerging risks and implement improvements.
- Maintain high standards of regulatory compliance and reporting.
- Stakeholder Management
- Build strong working relationships with stakeholders across Operations, Compliance, Risk, Customer Experience and other business areas.
- Use complaints data and customer feedback to influence business improvements and enhance customer outcomes.
About You
To be successful, you’ll have:
- Previous experience managing complaints teams within an FCA-regulated financial services environment.
- Experience leading and developing large operational teams (ideally 15+ people).
- Strong knowledge of FCA DISP rules, Consumer Duty and complaints handling best practice.
- A proven track record of coaching and developing high-performing teams.
- Experience managing complaint KPIs, SLAs, quality frameworks and regulatory deadlines.
- Strong analytical skills with the ability to identify trends and root causes from complaints data.
- Excellent communication and stakeholder management skills.
- The ability to balance commercial objectives with fair customer outcomes.
- A customer-focused approach and sound regulatory judgement.
What’s on Offer
Alongside a competitive salary, my client offers a comprehensive benefits package, including:
- Annual bonus opportunity
- Pension scheme, life assurance and income protection
- Healthcare and wellbeing support
- Employee discounts and lifestyle benefits
- Cycle to Work scheme
- Enhanced family-friendly policies
- Flexible wellbeing initiatives
- Volunteer days and additional annual leave benefits
- A collaborative, supportive culture with genuine opportunities for career development and progression.
If you’re an experienced Complaints Manager looking to join a growing organisation where you can make a real impact on customer outcomes, we’d love to hear from you.
Locations
Complaints Manager in Cheshire, Warrington employer: Fintellect Recruitment
Join a well-established financial services business in Manchester that prioritises a customer-first culture and offers a supportive, collaborative work environment. As a Complaints Manager, you'll lead a high-performing team while benefiting from a comprehensive package that includes annual bonuses, healthcare support, and flexible wellbeing initiatives, all designed to foster your professional growth and enhance your work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Cheshire, Warrington
✨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 Fintellect Recruitment. 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 Cheshire, Warrington
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 Fintellect Recruitment.
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 Fintellect Recruitment'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 Fintellect Recruitment
✨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 Fintellect Recruitment.
✨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 Fintellect Recruitment 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 Fintellect Recruitment 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.
