At a Glance
- Tasks: Manage FCA-regulated complaints and improve customer experiences.
- Company: Join Zuto, a passionate team transforming car finance with integrity.
- Benefits: Enjoy financial wellbeing perks, mental health support, and flexible working options.
- Other info: Be part of a certified B Corp committed to positive change.
- Why this job: Drive real impact and shape regulatory outcomes in a collaborative environment.
- Qualifications: Experience in FCA-regulated complaints and strong analytical skills required.
The predicted salary is between 50000 - 60000 € per year.
Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity. Since our journey began in 2006, we’ve grown to a team of over 450 people — all driven by a shared purpose: to make buying a car transparent and hassle-free. We know how important cars are in people’s everyday lives — for work, family, and freedom — and that’s why we’re proud to help hundreds of thousands of customers every year.
If you’re looking for a role where you can drive real impact, shape regulatory outcomes, and improve customer experiences at scale, you’ll fit right in. Join a team that values collaboration, integrity and doing the right thing — while making a meaningful difference.
As a Regulated Complaints & FOS Manager, you’ll take ownership of all FCA-regulated and Financial Ombudsman Service (FOS) complaints, ensuring they are handled fairly, consistently and in full compliance with FCA DISP requirements. You’ll act as the key point of expertise for regulated complaints, while building a strong, proactive relationship with the Financial Ombudsman Service. Alongside this, you’ll use complaints data and insight to identify systemic issues, influence senior stakeholders, and drive improvements that enhance customer outcomes and reduce regulatory risk.
What You’ll Be Doing
- Supporting and overseeing the end-to-end handling of FCA regulated complaints, ensuring all cases meet regulatory timeframes and quality standards.
- Acting as the single accountable owner for FOS responses, ensuring submissions are accurate, evidence-based and fully documented.
- Leading proactive engagement with the Financial Ombudsman Service, ensuring efficient case handling and organisational learning from outcomes.
- Leading detailed complaints analysis to identify root causes, recurring drivers and emerging risk themes.
- Developing and maintaining complaints dashboards and MI, tracking trends, risks and key performance indicators.
- Translating complaint insight into tangible improvements across processes, controls and customer journeys.
- Supporting the development of a data-driven complaints framework that reduces complaint volumes and mitigates regulatory, financial and reputational risk.
What You’ll Need
- Proven experience managing FCA-regulated complaints and FOS cases within financial services.
- Strong understanding of FCA DISP requirements and the Financial Ombudsman Service framework.
- Excellent investigative, analytical and problem-solving skills, with the ability to identify systemic risks.
- Strong ability to challenge, influence and provide independent regulatory judgement.
- Experience in root cause analysis and using complaints insight to drive operational improvements.
- Ability to manage multiple complex cases and deadlines with a high level of accuracy.
- Strong stakeholder management skills, with experience working closely with Compliance and Risk functions.
- A customer-focused mindset with strong ethical decision-making and attention to fair outcomes.
Why Join Zuto?
At Zuto, we don’t just talk about supporting our people — we live it. Here’s what makes being a Zutonite so special:
- Pension scheme, life assurance & income protection
- Access to free independent financial advice
- Lifestyle, restaurant & shopping discounts
- Cycle to work scheme
- Season ticket loans and discounted travel options
- GP Anytime service for you and your family
- Health cash-back plan & access to wellbeing apps (including Thrive)
- Discounted gym memberships & free digital fitness classes
- Free counselling sessions & mental health first aiders
- Dedicated menopause policy & wellbeing support network
- Enhanced caregiver leave (primary & secondary) from day one
- Flexible and shared parental leave
- Fertility and foster-friendly policies
- Birthdays off and volunteer days
- Bring your dog to work and free in-office massage days
- Free drinks fridge, fruit, snacks, and regular social events — from nights out to hikes
- Regular gifting and celebrations throughout the year
- Active ESG groups supporting wellbeing, inclusion, community and planet initiatives
Be part of a certified B Corp that’s changing car finance for good — and have fun while doing it. Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.
Locations
Regulated Complaints & FOS Manager in Cheshire, Warrington employer: Zuto
At Zuto, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises employee wellbeing and growth. As a Regulated Complaints & FOS Manager, you will not only have the opportunity to make a significant impact on customer experiences but also benefit from a comprehensive range of perks including financial advice, health support, and flexible working arrangements. Join us in our mission to transform car finance while enjoying a supportive environment that celebrates collaboration and integrity.
StudySmarter Expert Advice🤫
We think this is how you could land Regulated Complaints & FOS Manager in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer service and regulatory compliance, so you can showcase how your experience aligns with their mission.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling complaints and regulatory challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Regulated Complaints & FOS Manager in Cheshire, Warrington
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 your values align with ours at Zuto, so don’t hold back on sharing why you’re excited about transforming the car finance experience.
Be Specific About Your Experience:Make sure to highlight your relevant experience managing FCA-regulated complaints and FOS cases. We love details, so share specific examples of how you've tackled challenges and improved processes in your previous roles.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences that match the job description. We appreciate when candidates take the extra step to show they understand what we’re looking for.
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 you’re keen to join our Zutonite family!
How to prepare for a job interview at Zuto
✨Know Your Regulations
Make sure you brush up on FCA DISP requirements and the Financial Ombudsman Service framework. Being able to discuss these in detail will show that you’re not just familiar with the regulations, but that you can apply them effectively in your role.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples of how you've used data analysis to identify root causes of complaints. Highlight any tools or methods you’ve used to track trends and improve processes, as this will demonstrate your proactive approach to problem-solving.
✨Demonstrate Stakeholder Management
Think of instances where you’ve successfully influenced senior stakeholders or collaborated with compliance and risk functions. Be ready to share how you navigated complex situations and maintained strong relationships, as this is crucial for the role.
✨Customer-Centric Mindset
Be prepared to talk about how you prioritise customer outcomes in your work. Share examples of how you’ve made ethical decisions that led to fair outcomes, as this aligns perfectly with Zuto’s values and mission.
