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- Tasks: Handle customer complaints with empathy and professionalism, ensuring high-quality resolutions.
- Company: Leading investment platform in Manchester with a focus on customer outcomes.
- Benefits: Competitive hourly rate, weekly pay, and hybrid working options.
- Why this job: Make a real difference in customer experiences while developing your skills in a dynamic environment.
- Qualifications: Experience in complaint handling and strong communication skills required.
- Other info: Join a collaborative team culture with opportunities for growth and improvement.
The predicted salary is between 13 - 16 £ per hour.
We are partnering with one of our clients based in Manchester City Centre, one of the UK's leading investment platforms, to recruit a Senior Customer Complaints & Outcomes Specialist for a newly created role within their Customer Outcomes function. Temporary 12-week contract with the possibility for extension. Hybrid working pattern but must be able to commit to full time office work whilst training. Monday to Friday (shifts between 07:30-18:00). Salary: £15.90 per hour – Weekly pay. Start date: 23 February 2026.
The Opportunity: You'll play a key role in delivering a high-quality, empathetic complaints service, handling cases across all channels and levels of complexity – including executive, high-profile, and escalated matters. You will take full ownership of complaints from start to finish, applying sound regulatory judgement, producing clear and defensible decisions, and ensuring customers are kept informed at every stage. Beyond resolution, you will contribute to root cause analysis, risk management, and process improvement, helping shape better outcomes across the wider business.
Key Responsibilities:
- Deliver professional, fair, and compliant complaint handling in line with FCA requirements and internal policy.
- Own complaints end-to-end, proactively engaging customers to understand concerns, expectations, and desired outcomes.
- Produce high-quality written and verbal responses, including outcome letters and redress decisions.
- Manage dependencies across teams to ensure timely, accurate resolution and first-time fixes.
- Handle complex, executive-level, media, and high-profile complaints where required.
- Record accurate case data, root cause analysis, and decision rationale to prevent repeat issues.
- Act as part of the first line of defence, identifying risks, escalating appropriately, and challenging where necessary.
- Support a positive, collaborative team culture while maintaining pace, quality, and accountability.
Skills & Experience:
- Strong knowledge of FCA complaint-handling rules, FOS expectations, and regulatory risk.
- Practical experience applying TCF and Consumer Duty principles in decision-making.
- Excellent written and verbal communication skills, including handling difficult conversations.
- High attention to detail with a strong focus on quality, consistency, and fairness.
- Confident working across multiple systems and managing complex case workloads independently.
- Comfortable using judgement, making defensible decisions, and standing by outcomes.
Personal Attributes:
- Calm, resilient, and professional under pressure.
- Customer-outcome focused rather than process driven.
- Confident challenging constructively and engaging in open debate.
- Takes ownership, moves with pace, and delivers with integrity.
- Flexible, adaptable, and committed to continuous improvement.
If you're an experienced complaints or customer outcomes professional looking for a broader, more influential role within a well-regulated, customer-focused financial services business, we'd love to speak with you.
Senior Customer Complaints Specialist Financial Services in Manchester employer: Virtual Bridges
Contact Detail:
Virtual Bridges Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Complaints Specialist Financial Services in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about customer complaints. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaint handling and customer outcomes. We recommend role-playing with a friend to nail down your responses and boost your confidence.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled complex complaints in the past. Highlight your attention to detail and ability to produce clear, defensible decisions.
✨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 Senior Customer Complaints Specialist Financial Services in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in handling complaints, especially in financial services. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role requires excellent written communication, ensure your application is clear, concise, and free of errors. We’re looking for someone who can produce high-quality written responses, so let your writing shine through in your application!
Demonstrate Your Problem-Solving Ability: In your application, share examples of how you've successfully resolved complex complaints in the past. We love candidates who can take ownership and think critically, so highlight any instances where you’ve made defensible decisions or improved processes.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status!
How to prepare for a job interview at Virtual Bridges
✨Know Your Regulations
Familiarise yourself with FCA complaint-handling rules and FOS expectations. Being able to discuss these confidently will show that you understand the regulatory landscape and can apply it in your decision-making.
✨Showcase Your Communication Skills
Prepare examples of how you've handled difficult conversations in the past. Highlight your ability to produce clear, high-quality written responses and how you keep customers informed throughout the complaint process.
✨Demonstrate Ownership and Accountability
Be ready to discuss instances where you've taken full ownership of a complaint from start to finish. Emphasise your proactive approach in understanding customer concerns and your commitment to delivering fair outcomes.
✨Emphasise Continuous Improvement
Talk about your experience with root cause analysis and how you've contributed to process improvements in previous roles. This shows that you're not just focused on resolving complaints but also on preventing them in the future.
