Complaints Manager - #2117064

Complaints Manager

Salary: £40,000 - £45,000 depending on experience
Location: Sheffield, office based

We are looking for an experienced Complaints Manager to take ownership of the complaints function within a regulated financial services environment.
This is a key role responsible for ensuring customers receive fair and appropriate outcomes, while identifying trends, managing risk and driving improvements across the wider business.

The successful candidate will:

• Take overall responsibility for the effective management of customer complaints, ensuring they are handled fairly, accurately and within required timescales.
• Manage complex, high-risk and vulnerable customer cases where appropriate.
• Ensure complaint responses and outcomes meet regulatory and internal requirements.
• Maintain and improve complaints processes, procedures and working practices.
• Ensure Consumer Duty principles are embedded throughout the complaints journey.
• Monitor complaint volumes, trends, root causes, resolution times and redress through effective MI and reporting.
• Provide regular analysis and recommendations to senior stakeholders.
• Identify recurring issues and work with relevant teams to implement corrective actions.
• Drive improvements to processes, systems and customer journeys to reduce repeat complaints.
• Oversee complaint-related redress and compensation, ensuring decisions are fair, consistent and appropriately documented.
• Lead, coach and develop the complaints team, supporting performance, capability and training.
• Build strong working relationships with teams across Compliance, Risk, Operations, Product and Finance.
• Represent the complaints function in relevant meetings and governance forums.
• Support regulatory reviews, information requests and other compliance activity where required.

What we're looking for

• Significant experience managing complaints within an FCA-regulated financial services environment.
• Strong knowledge of FCA DISP, Consumer Duty and complaints regulation.
• Previous experience managing or leading a complaints team.
• Strong understanding of fair customer outcomes and complaint governance.
• Excellent analytical skills and experience using MI to identify trends and drive improvements.
• Strong judgement and decision-making ability.
• Excellent communication and stakeholder management skills.
• A proactive approach to identifying risks and improving processes.

Experience of supporting regulatory reviews or audits, complaints transformation or wider change projects would be advantageous, as would knowledge of SM&CR. The successful candidate will be customer-focused, commercially aware and comfortable operating within a regulated environment, with the ability to balance customer outcomes, regulatory requirements and wider business priorities.

If this sounds like your next opportunity, we’d love to hear from you — apply today!