Complaints & Compliance Manager (Manchester)

Michael Page Business Support; Lancashire; On-site; GBP 36,000 - 44,000; Full time

Job summary

Michael Page is seeking a Complaints Manager based in Manchester to oversee the end-to-end complaints process within the financial services sector. You will monitor trends, ensure regulatory compliance, and provide guidance to the customer service team to improve service quality.

Using robust reporting, you will deliver insights to senior management, drive process enhancements, and act as escalation for complex cases, contributing to a more effective, compliant, and customer-focused operation.

Qualifications

• Knowledge of the financial services industry and regulatory requirements.
• Proven experience in customer service or complaints management.
• Excellent problem-solving and attention to detail.
• Effective communication and interpersonal skills.
• Ability to manage and prioritise a busy workload.
• Proficiency in using tracking and reporting tools.

Responsibilities

• Manage the end-to-end complaints process, ensuring timely and satisfactory resolutions.
• Monitor and assess complaint trends to identify areas for improvement.
• Ensure compliance with financial regulations and company policies in all complaint handling.
• Deliver training and guidance to the customer service team on best practices for handling complaints.
• Maintain accurate records of complaints and resolutions for reporting and analysis.
• Provide detailed reports on complaint metrics and outcomes to senior management.
• Collaborate with other departments to address recurring issues and enhance processes.
• Act as the point of escalation for complex or high-priority cases.

Skills

Financial services

Complaint handling

Regulatory compliance

Communication

Prioritisation

Tools

CRM software

Job description

Michael Page is seeking a Complaints Manager based in Manchester to oversee the end-to-end complaints process within the financial services sector. You will monitor trends, ensure regulatory compliance, and provide guidance to the customer service team to improve service quality.

Using robust reporting, you will deliver insights to senior management, drive process enhancements, and act as escalation for complex cases, contributing to a more effective, compliant, and customer-focused operation.