Complaint Manager

Wesleyan Group; Birmingham; Hybrid; GBP 68,000 - 83,000; Full time

Job summary

Wesleyan Group in Birmingham is seeking a Complaints Manager to lead the resolution of escalated complaints across the business, ensuring FCA and FOS compliance and timely customer outcomes. The role is hybrid, with office-based work in Birmingham and roughly two days per week in the office.

You will own RCA analysis, present reports to Exec and Board, coach the team, and drive sustained improvements in complaint handling across the society. This is a full-time, 12-month FTC.

Qualifications

• Experience in financial services in an Operational or Complaints role at senior level.
• Knowledge of FCA DISP and the complaints framework.
• Understanding of pensions, investments and protection products (PPG).
• Ability to coach, give feedback and motivate staff.
• Strong stakeholder management and presentation skills.
• Gravitas to challenge senior colleagues impartially.
• Excellent emotional intelligence and people management for demanding customers.

Responsibilities

• Lead resolution of escalated complaints across areas to ensure good customer outcomes.
• Ensure FCA and FOS regulatory reporting and DISP compliance.
• Present quarterly complaints reports to Exec, Board and Risk Committees.
• Drive improvements via RCA and action plans to prevent recurrence.
• Coach and develop the complaints team for efficiency and outcomes.
• Be the POC for Exec and SLT on complaints and ensure timely communications.

Skills

Stakeholder mgmt

FCA DISP knowledge

Senior compliance

Pensions & investments

Coaching & feedback

Gravitas

Emotional intelligence

Job description

Complaints Manager
Salary: Up to £75,000 based on skills and experience
Contract Type:Full Time, 12 Month FTC
Location:Hybrid working (office based in Birmingham) – typically 2 days in the office per week

Shape Brighter Futures with Wesleyan

Established in 1841, Wesleyan help trusted professionals—GPs, hospital doctors, dentists, and teachers—secure their financial future. Today,we’reproud to continue that mission with passion and purpose. Ifyou’relooking for a role where yourexpertisemakes a real impact, and you want to work in a culture that values collaboration, innovation, and integrity,we’dlove to hear from you.
Find out more about who we are: About Wesleyan

Make a Difference

The Complaints manager is responsible for leading the resolution on all escalated complaints across all areas of Wesleyan (including Exec and WUTM) to ensure good customer outcomes as well as meeting FCA and FOS requirements and ensuring there are no regulatory breaches.
It is accountable for pan-society root cause analysis (RCA) activities including thematic reviews of complaints/breaches and tracking of associated action plans to minimise/prevent future occurrences.
It also presents quarterly pan-society complaints reports/updates to Operational Delivery Forum (ODF), GEC, Wesleyan Board and Risk Committees and other ad-hoc pan-society Complaints MI as required.

Your Impact

Here’showyou’llmake a difference:

• Responsible for management oversight on all pan-society escalated complaints, supporting all customer facing business areas with critical data, RCA and lessons learned
• Responsible for completion of accurate and timely regulatory returns (e.g. FCA return as per DISP 1.10 Complaints reporting rules)
• Accountable for timely/accurate complaint MI, reporting and advice across the Society; including creating and presenting board reports to various Exec committees
• Accountable for leading/driving the society wide Complaint Action Group ensuring better customer outcomes by driving better standards across the society in complaint management
• Accountable for the Complaints Team to use RCA and MI to spot themes across Wesleyan and ensure that actions are put in place in the relevant business area to remediate; ensuing those actions are tracked to completion
• Be seen as POC for all members of Exec, Area Directors and other SLT for any complaints received direct by them, ensuring they are kept abreast and the customer receives timely comms and resolution
• Business Owner responsibility for successful delivery and implementation of new complaints processes, system etc as a result of recent Audit report
• Lead, coach, train and develop the complaints team to maximise their competence, efficiency and effectiveness, ensuring targets are met and that complaint cases are progressed to resolution without unnecessary delays and with fair outcomes for customers
• Be seen as POC for advice on complaints best practice/standards across all relevant teams in Wesleyan on 1st line complaint management (i.e. non escalated complaints)
• Responsible for quality assurance of Complaints Team output to ensure consistent application of standards ensuring complaints are fully investigated and resolved in line with Company, FCA and Ombudsman procedures/guidelines
• Focus on developing/maintaining strong relationships across the society to be able to provide challenge and guidance to improve customer outcomes through better complaint handling standards
• Accountable for reviewing FOS decisions to ensure that these any changes needed to be made to Wesleyan Group procedures/policies for dealing with complaints of a similar type are done
• Accountable for the Complaints team investigations into escalated complaints and have final decision on whether to reject or uphold a customer’s complaint; ensuring (whatever the decision) the standard of correspondence from the team to customers is empathetic and correct
• Accountable on the decision for the appropriate remediation for escalated complaints including the calculation of redress ensuring alignment to FCA and FOS guidelines

WhatYou’llBring

• Excellent stakeholder management and presentation skills with the ability to liaise all levels of Wesleyan colleague from CSA to CEO and the gravitas to challenge senior colleagues when necessary, without causing offence.
• Knowledge and understanding of FCA Handbook and in particular the Dispute Resolution: Complaints (DISP) sourcebook
• Demonstrated experience within financial services and experience of working in an Operational, Compliance role or Complaints handling role at a senior level
• Demonstrate knowledge across the range of financial advice areas including pensions, investments and protection as well as PPG products
• Proven experience in delivering feedback to staff, coaching and development of individuals and staff motivation
• Gravitas and ability to act impartially and diffuse conflict and resolve disputes.
• Excellent emotional intelligence/people management skills to be able to deal with difficult customers and remain