Complaints Manager

Overview

You lead the complaints function to support customers and the business, ensuring timely, compliant resolution of issues. You’ll manage a small team, drive improvements to processes, and partner with other teams to address root causes. The role blends regulatory rigor with innovative approaches, including responsible use of AI to enhance efficiency. It’s a chance to influence customer outcomes at scale within a mission-driven fintech environment.

Pay / Benefits

• hybrid London office
• private medical and dental
• life assurance and share schemes
• annual learning allowance
• electric car and cycle-to-work schemes
• season ticket loans

Responsibilities

• Lead day-to-day operations of the complaints team, balancing capacity with productivity and regulatory deadlines
• Coach and develop a team of five complaints officers, including regular quality reviews
• Serve as escalation point for complex, sensitive, or high-impact complaints
• Make fair, evidence-based decisions aligned with FCA DISP, GDPR, and FOS expectations
• Manage risk registers and risk tickets to proactively mitigate issues
• Develop and implement strategies, policies, and procedures for complaints operations
• Collaborate with cross-functional teams to fix recurring customer issues at the source
• Identify complaint trends, emerging risks, and regulatory changes, and communicate them to senior stakeholders
• Explore opportunities to use Generative AI to streamline complaint handling while maintaining safety

Key requirements

• Experience managing a complaints team, preferably in fintech, banking, or financial services
• Proven ability to drive performance through coaching, mentoring and development opportunities
• Strong knowledge of FCA DISP and FOS complaints process with experience handling complex escalations
• Track record of using complaint data to identify trends, improve processes, and present insights to stakeholders
• Ability to identify and implement Generative AI solutions to improve productivity
• Proficiency using approved AI tools to enhance output and workflows

• coaching and mentoring
• stakeholder engagement
• data-driven decision making
• FCA DISP compliance
• FOS complaints process
• GDPR

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