Complaints Manager

A day in the life:

Lead operational delivery across the complaints function, balancing volume, quality, risk and team morale.

Manage, coach and develop Complaints Team Leaders, setting clear expectations and addressing performance issues promptly.

Act as the escalation point for complex, sensitive or high-impact complaints.

Make fair, evidence-based decisions that are consistent with FCA DISP, Consumer Duty, GDPR and FOS expectations.

Ensure complaint controls, quality frameworks and processes remain current and audit-ready.

Use complaint data and root-cause analysis to identify systemic issues and drive improvements.

Partner with Product, Risk, Compliance, Legal, Credit and Operations to resolve recurring customer issues.

Identify opportunities to use AI responsibly across complaint handling, triage and quality assurance.

Communicate complaint trends, emerging risks and regulatory changes to senior stakeholders.

About you:

Experience managing a complaints team, ideally within fintech, banking or financial services.

Hands-on experience with current accounts or consumer lending products.

Strong knowledge of FCA DISP, Consumer Duty and consumer credit regulation.

Good understanding of the FOS complaints process.

Experience personally managing complex or escalated complaints.

A strong track record of using complaint data to identify trends and improve processes.

Confident making decisions with significant customer, regulatory and business impact.

Strong people leadership, coaching and stakeholder management skills.

A clear and empathetic communicator.

Bonus points for:

Experience using AI or automation within complaints.

Experience building or recruiting a complaints team.

Experience working within a scaling fintech or digital bank.