We are seeking a Regulated Complaints Manager to oversee and improve complaint handling processes within the financial services industry. This permanent role is based in Manchester City Centre and offers a fantastic opportunity to enhance customer satisfaction and operational efficiency.
Client Details
Our client is a well-established organisation within the financial services sector, known for their commitment to delivering exceptional customer service. They provide a professional and supportive environment to ensure both employee and client success.
Description
Support the end-to-end handling of FCA-regulated complaints, ensuring all cases are managed within required timeframes and to a high standard.
Take ownership of Financial Ombudsman Service (FOS) responses, ensuring submissions are accurate, evidence-based, and fully documented prior to submission.
Build and maintain effective communication with the Financial Ombudsman Service to support fair, efficient case handling and embed organisational learning from feedback.
Provide expert guidance on FCA DISP requirements and FOS expectations, acting as an escalation point for complex or high-risk complaints.
Ensure all complaints and FOS cases are clearly documented, maintaining accurate records and full audit trails in line with regulatory requirements.
Conduct detailed analysis of complaints to identify root causes, emerging risks, and recurring themes across products, processes, and customer journeys.
Develop and maintain dashboards and management information (MI) to monitor trends, key risk indicators, and overall complaints performance.
Deliver structured insights and reporting for senior leadership and board-level forums, highlighting trends, customer risks, and recommended actions.
Use complaints data and FOS outcomes to identify control gaps, process weaknesses, and conduct risks, driving continuous improvement across the business.Profile
A successful Regulated Complaints Manager should have:
Demonstrates strong regulatory knowledge and investigative expertise, with meticulous attention to detail.
Confident in challenging and influencing decisions, providing independent regulatory judgement when required.
Skilled in problem-solving and analysis, with the ability to interpret complaints data and identify systemic risks.
Capable of delivering timely, accurate, and defensible decisions with minimal supervision.
Highly organised, able to manage multiple complex complaints and meet regulatory deadlines efficiently.
Excellent stakeholder management, building strong relationships across Compliance, Risk, Operations, and Customer teams.Job Offer
Competitive salary ranging from £45,000 to £50,000 per annum.
25 days of holiday leave, providing ample time to recharge.
Yearly performance bonus to reward your contributions.
Hybrid working model offering flexibility and balance