At a Glance
- Tasks: Lead and improve the complaints process, ensuring fair resolutions and enhancing 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 generous holiday allowances.
- Other info: Be part of a fun, inclusive culture with exciting team trips and personal development opportunities.
- Why this job: Make a real impact by turning complaints into opportunities for product and operational improvements.
- Qualifications: 3+ years in complaints handling, with strong analytical skills and a customer-first mindset.
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. 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.
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 + bank holidays.
- 45 work‑from‑anywhere days: giving you the flexibility to work your way.
- 2 weeks sabbatical after 4 years to take the break you deserve.
- Enhanced parental leave.
- Annual team trip: to a surprise destination!
- A fun, inclusive company culture.
If you think this sounds like a bit of you then don’t hesitate to get in touch!
Complaints Manager employer: Plum
At Plum, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. As a Complaints Manager, you'll not only lead a dedicated team in enhancing customer experiences but also benefit from our commitment to employee growth through training budgets, flexible working arrangements, and unique perks like stock options and sabbaticals. Join us in our beautiful offices in London, Athens, or Cyprus, where your contributions will directly impact our mission to help millions save and invest smarter.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
✨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 might even lead to 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 customer-first mindset and how you can contribute to making complaints a thing of the past!
✨Tip Number 3
Practice your problem-solving skills! Think of real-life examples where you've turned complaints into opportunities for improvement. We love candidates who can think on their feet and bring fresh ideas to the table.
✨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 genuinely interested in joining the Plum team!
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer experience and resolving complaints. Share any relevant experiences that highlight your passion for helping others.
Tailor Your CV:Make sure your CV is tailored to the Complaints Manager role. Highlight your experience in complaints handling and any managerial roles you've had. We love seeing how your skills align with what we're looking for, so don’t hold back!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Plum and our amazing culture!
How to prepare for a job interview at Plum
✨Know Your Complaints Inside Out
Before the interview, dive deep into the complaints process at Plum. Familiarise yourself with FCA DISP requirements and how they apply to the role. Being able to discuss specific examples of complaint resolutions and improvements will show your expertise and commitment.
✨Showcase Your Analytical Skills
Prepare to discuss how you've identified trends and root causes in past roles. Bring examples of how you've turned insights into actionable improvements. This will demonstrate your strong analytical capability and proactive problem-solving approach, which are crucial for the Complaints Manager position.
✨Emphasise a Customer-First Mindset
Plum values a customer-first approach, so be ready to share stories that highlight your passion for delivering fair outcomes. Discuss how you've empowered teams to improve processes and customer experiences, showcasing your ability to represent the voice of the customer effectively.
✨Be Ready for Cross-Functional Collaboration
Since the role involves partnering with various teams, prepare to talk about your experience working collaboratively across departments. Highlight specific instances where your teamwork led to reduced complaint drivers or enhanced customer satisfaction, demonstrating your ability to thrive in a dynamic environment.
