We are recruiting for a Customer Complaints Manager to join our Customer Contact team in Bristol.
Your Role
As Complaints Manager within TLT's Secured Lending Services, you'll be responsible for managing and continually improving the firm's end-to-end complaints framework. This includes ensuring all customer complaints are resolved fairly, promptly, and in line with regulatory expectations, client mandates, and the principles of Consumer Duty. This role involves strategic oversight, leading root cause analysis, and overseeing a team of complaints and QA analysts to monitor activity, identify issues early, and make recommendations to mitigate risks and prevent harm. You will act as a final layer of scrutiny to ensure customer outcomes are fair, compliant, and consistent, and ensure the defensibility of redress decisions. This role is key to protecting customer trust, strengthening relationships, and supporting continuous improvement by turning insights into action.
Responsibilities
* Leadership & Oversight: Lead a team of complaints and QA analysts, set expectations, and foster a high-performance culture.
* Provide strategic oversight of complaints management, ensuring alignment with DISP, Consumer Duty, and client requirements.
* Act as senior decision-maker for complex or high-risk complaints.
* Promote knowledge sharing, consistency, and fairness through QA calibrations and coaching.
* Model organizational values and behaviors.
* Complaint Handling & Redress Governance: Ensure investigations and resolutions meet DISP and SLA standards, and that redress decisions are fair and compliant.
* Monitor trends and escalate systemic issues or risks.
* Customer Detriment & Quality Assurance: Maintain visibility of customer detriment, oversee third line monitoring, and ensure calibration of QA frameworks.
* Stakeholder Engagement & Reporting: Produce MI, RCA packs, and dashboards; act as subject matter expert; collaborate with Legal, Compliance, and Risk teams.
* Continual Improvement & Insight: Lead RCA programs, translate insights into operational changes, and deliver thematic reports.
Expected Outputs
* Maintain compliance with FCA DISP timelines and internal SLAs.
* Deliver accurate regulatory and stakeholder reporting.
* Reduce repeat complaints and redress spend YoY.
* Achieve high team engagement and quality pass rates.
Qualifications & Experience
* Strong experience in complaints oversight, QA, conduct risk, or customer remediation within a regulated environment.
* Knowledge of FCA DISP, Consumer Duty, and relevant rules.
* Proven root cause analysis and systemic improvement experience.
* Excellent communication skills for executive reporting.
Desirable
* Experience in contact center operations, legal recoveries, or secured lending.
* Participation in audits or assurance reviews.
* Formal training in complaints handling or vulnerable customer care.
TLT is a forward-thinking law firm committed to diversity, excellence, and client service. We offer competitive salaries, benefits, and flexible working arrangements. Join us to be part of a dynamic team that values your contribution and supports your growth.
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