Join us as a Complaints Executive & Specialist Manager If you have strong leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to senior internal and external stakeholders You'll lead Complaints colleagues in meeting FCA and Financial Ombudsman Service (FOS) regulatory standards, delivering Consumer Duty principles and driving continuous improvement initiatives to proactively identify and reduce harm scenarios, enhance customer outcomes, and strengthen operational resilience It's a chance to have real influence, and see your decisions producing tangible results in this high profile, critical role What you'll do As a Complaints Executive & Specialist Manager, you'll be responsible for managing FOS cases and executive complaint handlers. Day-to-day you'll be providing coaching and guidance to ensure high-quality, timely, and regulatory-compliant complaint resolution, while fostering continuous improvement and professional development within the team. You'll be leading your team to success with strong people and resource management and maintaining a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We'll look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes. Leading your function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes, you'll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people. You'll also: Leverage AI technologies to streamline workflows, enhance team efficiency, and drive consistency across customer experience initiatives Provide strategic leadership, fostering a high-performance culture and aligning cross-functional efforts to successfully deliver key business objectives, drive operational excellence, and embed continuous improvement Work collaboratively with the Complaints Centre manager to ensure alignment with FOS standards, driving the implementation of preventative measures and continuous improvement initiatives to reduce recurrence of complex and escalated complaints Collaborate closely with the FOS, the bank's executive team, and cross-functional stakeholders to ensure regulatory standards are consistently met and upheld across all customer experience touchpoints Lead the resolution of complex and high-profile complaints, ensuring robust investigation, strategic stakeholder engagement, and delivery of fair and compliant outcomes that align with regulatory expectations and protect the bank's reputation Act as a key liaison with the bank's executive team, providing insight, updates, and strategic input on high-profile complaint trends and reputational risks The skills you'll need We're looking for someone with advanced expertise in Complaints management and Regulatory compliance experience, with the strategic capability to influence policy, ensure governance, and uphold organisational and statutory standards. You'll also demonstrate: Experience of working in a financial services environment, with knowledge of the industry, regulatory requirements and its customers Strong people management skills, with the ability to successful engage and motivate teams to success A good understanding of people processes and policies as well as product, processes and relevant banking systems Experience of working with risk and compliance Hours 35 Job Posting Closing Date: 11/09/2025 Ways of Working:Hybrid