Complaints Experience Lead — Drive Trust & Transformation

Coventry Building Society; Manchester; On-site; GBP 47,000 - 57,000; Full time

Benefits offered by this job

28 days holiday

Discretionary bonus

Enhanced pension contributions

Private medical health screenings

Maternity paternity shared parental-le

Wellbeing support

Life assurance

Job summary

The Coventry Building Society is seeking a Complaints Experience Lead for a hybrid role based in Manchester. You will shape the complaints strategy, drive customer outcomes and ensure regulatory alignment across the Group, while guiding the Complaints Centre of Excellence to turn feedback into tangible improvements.

You will use complaint data, risk controls and cross-functional collaboration to elevate service quality, balancing advocacy with business needs across the organisation.

Qualifications

• Significant experience in complaints and customer outcomes within regulated financial services.
• Expert knowledge of FCA complaint handling requirements, DISP and Consumer Duty.
• Extensive knowledge of Financial Ombudsman Service processes and expectations.
• Experience leading, coaching and developing teams.
• Ability to interpret complaint data and regulatory developments to drive improvement.

Responsibilities

• Lead complaints handling strategy and drive continuous improvement.
• Support escalation of high-profile complaints with expert judgement.
• Collaborate with cross-functional teams to translate insights into action.
• Monitor risk controls and ensure regulatory alignment.

Skills

Complaint handling

Stakeholder management

Regulatory knowledge

Leadership

Risk management

Job description

The Coventry Building Society is seeking a Complaints Experience Lead for a hybrid role based in Manchester. You will shape the complaints strategy, drive customer outcomes and ensure regulatory alignment across the Group, while guiding the Complaints Centre of Excellence to turn feedback into tangible improvements.

You will use complaint data, risk controls and cross-functional collaboration to elevate service quality, balancing advocacy with business needs across the organisation.