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- Tasks: Lead a team to manage FCA-regulated complaints and ensure customer satisfaction.
- Company: Join a leading financial services firm focused on customer advocacy and regulatory compliance.
- Benefits: Enjoy a competitive salary, pension scheme, and private medical insurance.
- Why this job: Make a real difference by improving customer outcomes and driving change in the industry.
- Qualifications: Extensive experience in managing FCA-regulated complaints and strong leadership skills.
- Other info: Opportunity for career growth and development in a dynamic regulatory environment.
The predicted salary is between 48000 - 72000 £ per year.
The Complaints Manager is accountable for the end-to-end management of FCA-regulated complaints, ensuring good customer outcomes, regulatory compliance, and effective remediation in line with FCA DISP, Consumer Duty, and internal risk frameworks. The role provides senior leadership to the complaints function, acting as a customer advocate while safeguarding the organisation against conduct, reputational, and regulatory risk. Complaints insight is leveraged as a key control and improvement mechanism across the business.
Regulatory & Governance Context
- Operates within the FCA complaints framework (DISP).
- Supports delivery of Consumer Duty (Principle 12), with a focus on fair value, customer understanding, and customer support.
- Contributes to conduct risk management and operational resilience.
- Works closely with Compliance, Risk, and Legal functions.
- May support or feed into SMF16 / SMF17 responsibilities (depending on firm structure).
Key Accountabilities
- Leadership & FCA-Compliant Complaints Handling
- Lead and develop a complaints team to deliver timely, fair, and evidence-based complaint outcomes in line with DISP timeframes and standards.
- Ensure complaints are handled with appropriate empathy, clarity, and transparency, particularly where customer detriment is identified.
- Act as escalation owner for complex, vulnerable customer, high-risk, or high-impact complaints.
- Regulatory Compliance & Consumer Duty
- Own and maintain the FCA complaints operating model, policies, and procedures.
- Ensure compliance with:
- DISP complaint definitions and categorisation
- Final response standards and signposting obligations
- Redress, compensation, and root cause expectations
- Embed Consumer Duty into complaints handling, ensuring outcomes evidence:
- Fair and proportionate redress
- Effective customer support
- Identification and mitigation of foreseeable harm
- Own complaints MI, ensuring accurate, timely, and meaningful reporting, including:
- Volumes, uphold rates, and root cause trends
- Resolution timeliness
- Redress and compensation costs
- Vulnerability indicators and outcomes
- Lead root cause analysis across complaints data to identify systemic issues, control weaknesses, or conduct risks.
- Work with Product, Operations, Technology, Credit Risk, and Compliance teams to implement corrective actions.
- Track and evidence the effectiveness of remediation activity, demonstrating reduction in harm and repeat complaints.
- Ensure lessons learned from complaints feed into risk assessments, policy reviews, and product governance.
- Own the governance of complaint-related remediation and compensation decisions.
- Ensure redress is fair, consistent, and aligned to FCA guidance and internal authorities.
- Manage complaints-related budgets, including goodwill and compensation spend, with strong financial controls.
- Support large-scale remediation or past-business-review activity where required.
- Develop and execute the complaints strategy in line with regulatory change, Consumer Duty maturity, and business objectives.
- Anticipate regulatory developments and ensure the complaints function adapts proactively.
- Lead or sponsor complaints transformation initiatives, including process automation, system enhancements, or operating-model change.
- Provide expert input to senior leadership on conduct risk, customer outcomes, and regulatory readiness.
- Build and maintain a skilled complaints team with appropriate FCA knowledge and decision-making capability.
- Set clear objectives, conduct performance reviews, and implement structured coaching and development plans.
- Ensure training covers:
- FCA complaints rules (DISP)
- Consumer Duty
- Vulnerable customer handling
- Root cause analysis and decision-making quality
- Build strong working relationships with Compliance, Risk, Product, Finance, and Customer Operations.
- Act as a senior point of contact for potential regulatory interactions relating to complaints.
- Support internal governance forums (e.g. Board, Risk, Compliance & Conduct Committee and Exco) with insight and recommendations.
- Represent the complaints function as a trusted adviser on customer fairness and regulatory expectations.
Skills, Knowledge & Experience
- Extensive experience managing FCA-regulated complaints in financial services.
- Strong working knowledge of FCA DISP, complaint lifecycle management, and regulatory reporting.
- Practical experience embedding Consumer Duty within complaints handling and outcome testing.
- Proven leadership experience in regulated contact centre or customer operations environments.
- Analytical skills, with the ability to translate MI into actionable conduct and customer insights.
- Strong judgement and decision-making capability in complex or ambiguous complaint scenarios.
- Experience supporting regulatory reviews, audits, or thematic work.
- Involvement in complaints transformation.
- Understanding of SMCR accountability frameworks.
- Customer advocacy and ethical decision-making.
- Regulatory judgement and risk awareness.
- Strategic leadership and influence.
- Data-led insight and continuous improvement.
- People development and coaching.
- Change leadership in regulated environments.
Regulatory Responsibilities
In addition to any specific individual obligations as detailed above, this role is subject to the FCA’s Conduct Rules under the Senior Managers and Certification regime (SM&CR). All employees both permanent and temporary are expected to:
- Act with integrity
- Act with due skill, care and diligence
- Be open and cooperative with the FCA and other regulatory bodies
- Pay due regard to the interests of customers and treat them fairly
- Observe proper standards of market conduct
Employees must also act to deliver good outcomes for retail customers, in line with the Consumer Duty.
Job Types: Full-time, Permanent
Company benefits: Company pension, Private medical insurance
Please inform us on your application if you have a disability that would require reasonable adjustments for the interview process/job role.
Complaints Manager in Sheffield employer: My Finance Club
Contact Detail:
My Finance Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its complaints handling processes. Show them you understand their values and how you can contribute to their mission of delivering fair outcomes for customers.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to regulatory compliance and customer advocacy. We want you to feel confident and ready to showcase your expertise!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Manager in Sheffield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with FCA-regulated complaints. We want to see how your skills align with the key accountabilities mentioned in the job description.
Showcase Your Leadership Skills: As a Complaints Manager, you'll need to lead a team effectively. Share examples of how you've developed teams or managed complex complaints in the past. We love seeing real-life stories that demonstrate your leadership style!
Emphasise Regulatory Knowledge: Since this role is all about compliance and regulatory frameworks, make sure to mention your understanding of FCA DISP and Consumer Duty. We’re looking for candidates who can navigate these regulations like a pro!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at My Finance Club
✨Know Your FCA Regulations
Make sure you brush up on the FCA regulations, especially DISP and Consumer Duty. Understanding these frameworks will not only show your expertise but also demonstrate your commitment to regulatory compliance, which is crucial for the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, particularly in handling complaints. Highlight your ability to develop a skilled team and manage complex situations with empathy and clarity, as this is key for a Complaints Manager.
✨Be Data-Driven
Familiarise yourself with key performance indicators related to complaints management. Be ready to discuss how you've used data to drive improvements and make informed decisions in previous roles, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your judgement and decision-making skills in complex complaint situations. Think through potential challenges you might face and how you would handle them, showcasing your analytical and strategic thinking.