Complaints Manager

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!