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For Companies At a Glance
- Tasks: Lead the complaints process, ensuring fair and timely resolutions while improving customer experience.
- Company: Join Plum, a smart saving and investing app with over 2 million users across Europe.
- Benefits: Enjoy stock options, private health insurance, flexible remote work, and a generous holiday allowance.
- Other info: Be part of a passionate team dedicated to customer trust and operational excellence.
- Why this job: Make a real impact by turning customer complaints into meaningful improvements for millions.
- Qualifications: 3+ years in complaints handling, with strong analytical and communication skills.
The predicted salary is between 50000 - 60000 £ per year.
We’re Plum, your smart saving and investing app on a mission to help grow money for life. Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI. As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.
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:
- 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.
Complaints Manager in London employer: Plum Fintech
Contact Detail:
Plum Fintech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former Plumsters on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Plum's mission and values. Show us how your experience aligns with our goals, especially in complaints management. We love candidates who are genuinely passionate about what we do!
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life scenarios where you turned complaints into opportunities for improvement. We want to see your analytical side in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining the Plum team!
We think you need these skills to ace Complaints Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience in complaints handling and any relevant achievements that align with our mission at Plum. We want to see how you can bring your unique skills to our team!
Showcase Your Customer-First Mindset: In your application, emphasise your passion for delivering fair outcomes and how you've successfully resolved customer complaints in the past. We love candidates who put customers first, so let us know how you've made a difference!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the Plum family!
How to prepare for a job interview at Plum Fintech
✨Know Your Stuff
Before the interview, make sure you’re well-versed in Plum’s mission and values. Familiarise yourself with the complaints process in fintech and understand FCA DISP requirements. This will show that you’re not just interested in the role but also in the company’s ethos.
✨Showcase Your Experience
Prepare specific examples from your past roles where you successfully handled complaints or improved processes. Highlight your analytical skills and how you turned insights into actionable improvements. This will demonstrate your capability to lead the complaints function effectively.
✨Emphasise Teamwork
Since the role involves collaborating with cross-functional teams, be ready to discuss how you’ve worked with others to resolve complex issues. Share instances where you empowered your team to improve customer outcomes, showcasing your leadership style and customer-first mindset.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that reflect your interest in the role and the company. Inquire about the current challenges Plum faces in complaints management or how they measure success in this area. This shows you’re thinking ahead and are genuinely invested in contributing to their mission.