Complaints Manager – Wealth Management
Location: West Midlands 3 x a week
Type: Full-time, Permanent
An established and highly respected independent wealth management business is on the lookout for an exceptional Complaints Manager to join their growing team. This is an exciting opportunity to lead a high-performing complaints function, working closely with financial advisers to ensure outstanding outcomes for clients across the UK.
In this pivotal managerial role, you’ll be the driving force behind operational excellence – managing a dedicated team, refining internal processes, and championing a culture of continuous improvement and client-first service.
What you’ll be doing:
* Leading and developing the Complaints Team, ensuring high standards of service and performance
* Managing all aspects of the complaints process, from initial receipt through to resolution and remediation
* Overseeing breach and complaint systems, ensuring regulatory compliance and operational efficiency
* Creating and implementing strategies to improve workflow, productivity, and client experience
* Collaborating with internal stakeholders, including advisers and compliance teams, to uphold client protection standards
* Producing, analysing, and acting on meaningful MI to drive decision-making and service delivery
What you’ll bring:
* Strong operational management experience, ideally within financial services or a regulated industry
* A track record of line management and coaching teams for performance and development
* Significant experience handling client complaints and feedback processes with professionalism and care
* Knowledge of FCA regulations and the client protections afforded in financial advice services
* Clear and confident communication skills, both written and verbal
* A mindset of ownership, adaptability, and a genuine commitment to delivering exceptional client outcomes
Why join?
You’ll be part of a business that truly values its people and places integrity at the heart of its operations. You’ll enjoy the flexibility of hybrid working, a supportive and collaborative culture, and a comprehensive benefits package, all while making a meaningful difference in clients' financial journeys.