Complaints & Customer Experience Lead in London

Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back. Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more. That’s all down to our passionate team of 200+ Plumsters, who work around Europe to help us achieve our mission.

The Role

We’re looking for a Complaints Manager to own and evolve our complaints function — ensuring customers receive fair, timely, and empathetic resolutions while turning complaint insights into meaningful product and operational improvements across the company. You’ll play a key role in strengthening customer trust, regulatory excellence, and operational scalability at Plum — ensuring that every complaint not only gets resolved, but helps make our product and experience better for millions of customers.

Your key responsibilities:

• Lead the end-to-end complaints lifecycle, ensuring fast, fair, and high-quality complaint resolution.
• Act as the senior escalation point for complex or high-risk cases, delivering clear and fair outcomes.
• Ensure complaints processes meet all applicable regulatory requirements (FCA, CBC, CySEC, FOS).
• Identify complaint trends, root causes, and systemic issues, turning insights into actionable improvements across Product, Operations, Risk, and Customer Success.
• Represent the voice of the customer in decision-making forums and strategic initiatives.
• Partner with cross-functional teams to reduce complaint drivers and improve customer experience at scale.
• Lead, coach, and develop a high-performing complaints team focused on quality, fairness, and accountability.
• Create an environment where teams feel empowered to improve processes and customer outcomes.
• Improve operational efficiency through process redesign, technology, and automation initiatives.
• Own complaints MI, regulatory reporting, and governance updates for senior leadership and committees.
• Work with Compliance and Risk teams to ensure ongoing regulatory readiness as the company scales.

Who you are:

• 3+ years of experience in complaints handling customer operations within fintech, banking, or financial services, including at least 1+ year in a managerial capacity.
• Strong working knowledge of FCA DISP requirements and complaints governance frameworks.
• Customer-first mindset with a passion for delivering fair outcomes.
• Strong analytical capability, including root cause analysis and translating insights into operational or product improvements.
• Proactive approach to problem-solving and ability to efficiently collaborate with cross-functional teams.
• Experience scaling operations through process optimisation, automation, or tooling improvements.
• The skills to analyse data comfortably and delve into the details of complex problems and thrive in dynamic, fast-paced business environments.
• Excellent written and verbal communication skills and are fluent in English; knowledge of any other European language is a plus.

Plum's Perks:

• We're all in this together! Own part of the company through stock options.
• Private health insurance.
• Annual training budget.
• Plum Premium.
• Referral scheme: earn competitive rewards.
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus.
• Team breakfasts and team lunches.
• 25 days holiday.