Complaints Manager
Salary: Up to £75,000 based on skills and experience
Contract Type: Full Time, 12 Month FTC
Location: Hybrid working (office based in Birmingham) – typically 2 days in the office per week
Shape Brighter Futures with Wesleyan
Established in 1841, Wesleyan help trusted professionals—GPs, hospital doctors, dentists, and teachers—secure their financial future. Today, we're proud to continue that mission with passion and purpose. If you're looking for a role where your expertise makes a real impact, and you want to work in a culture that values collaboration, innovation, and integrity, we'd love to hear from you.
Find out more about who we are: About Wesleyan
Make a Difference
The Complaints manager is responsible for leading the resolution on all escalated complaints across all areas of Wesleyan (including Exec and WUTM) to ensure good customer outcomes as well as meeting FCA and FOS requirements and ensuring there are no regulatory breaches.
It is accountable for pan-society root cause analysis (RCA) activities including thematic reviews of complaints/breaches and tracking of associated action plans to minimise/prevent future occurrences.
It also presents quarterly pan-society complaints reports/updates to Operational Delivery Forum (ODF), GEC, Wesleyan Board and Risk Committees and other ad-hoc pan-society Complaints MI as required.
Your Impact
Here's how you'll make a difference:
Responsible for management oversight on all pan-society escalated complaints, supporting all customer facing business areas with critical data, RCA and lessons learned
Responsible for completion of accurate and timely regulatory returns (e.g. FCA return as per DISP 1.10 Complaints reporting rules)
Accountable for timely/accurate complaint MI, reporting and advice across the Society; including creating and presenting board reports to various Exec committees
Accountable for leading/driving the society wide Complaint Action Group ensuring better customer outcomes by driving better standards across the society in complaint management
Accountable for the Complaints Team to use RCA and MI to spot themes across Wesleyan and ensure that actions are put in place in the relevant business area...
Complaint Manager in West Bromwich employer: Wesleyan
Wesleyan is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals seeking to make a meaningful impact in their field. With a strong commitment to employee growth and development, our hybrid working model allows for flexibility while maintaining a supportive environment in our Birmingham office. Join us to be part of a team that values integrity and empowers you to shape the future of capital management.
