At a Glance
- Tasks: Lead a team to manage customer complaints and drive operational excellence.
- Company: Established financial services business with a strong customer-first culture.
- Benefits: Competitive salary up to £40,000 and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and team development.
- Why this job: Make a real difference in customer experience while leading a high-performing team.
- Qualifications: Experience in complaints management and understanding of FCA regulations.
The predicted salary is between 40000 - 40000 £ 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
Complaints Manager employer: Fintellect Recruitment
As a Complaints Manager at our well-established financial services business in Manchester, you will thrive in a dynamic environment that prioritises a customer-first culture and operational excellence. We offer competitive salaries, a supportive work culture that encourages professional growth, and the opportunity to lead a dedicated team while making a meaningful impact on customer experiences. Join us to be part of a company that values transparency, continuous improvement, and your career development.
