Customer Complaints Manager

Overview

As Customer Complaints Manager, you lead a team dedicated to handling formal merchant complaints and FOS escalations, while building a proactive, insight-driven function. You will set the quality bar, enable quicker, fairer resolutions, and feed learnings back into product, support, and risk. This role focuses on preventing escalations and earning merchant trust, within a fast-moving fintech that serves local businesses. You’ll work from London, collaborating across teams to improve outcomes.

Pay / Benefits

• flexible working hours
• GymPass access
• enhanced maternity/paternity leave
• Cycle-to-Work
• Health and Life Insurance
• Pension Scheme

Responsibilities

• Lead and develop a four-person team, focusing on casework quality and high performance in complaints and escalations
• Own end-to-end formal complaints and FOS-escalated cases ensuring timely, fair, well-evidenced, and compliant responses
• Shift the team from reactive handling to proactive case management, spotting at-risk cases early and intervening
• Define and uphold the quality bar for critical merchant cases and ensure consistency
• Turn complaints data into actionable insights to reduce recurrence and improve processes
• Report on volumes, outcomes, and risks to senior leadership; maintain audit and regulatory readiness

Key requirements

• Fintech, payments, or banking background with exposure to complaints handling and regulatory processes (FOS or equivalent) – depth is a bonus
• Commercial instinct prioritizing merchant needs within regulatory frameworks
• People leadership experience with coaching and performance management
• Builder’s mindset to create a proactive, insight-driven function
• Sharp analytical instincts to identify patterns and influence product/process changes
• Strong judgement under pressure for high-stakes decisions and regulatory discussions
• Based in the UK and willing to work 4 days/week in London

• merchant-centric thinking
• cross-functional collaboration
• clear communication
• FOS knowledge or equivalent regulatory processes
• data-driven decision making
• ability to turn case data into actionable insights

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