Complaints Lead

Mis-sold Expert; Manchester; On-site; GBP 32,000 - 40,000; Full time

Job summary

Mis-Sold Expert in Manchester City Centre is seeking a Complaints Lead to own the complaints function. You’ll manage cases end to end, decide outcomes, and draft final responses tailored to each customer, not templates.

You’ll work with Compliance, QA and operational leadership, but the complaints function is yours to run and shape as we grow. FCA DISP experience and identifying recurring issues are highly valued.

Qualifications

• Own complaints end to end, from receipt and investigation through to a clear final response written for that specific customer, not from a template.
• Make the call on outcomes and redress yourself, including telling a customer their complaint isn’t upheld and standing behind that decision.
• Worked to FCA DISP rules and timescales without needing a checklist to remind you.
• Handled Financial Ombudsman referrals and built case files that hold up.

Responsibilities

• Running your own caseload and making independent, evidence-based decisions on outcome and redress
• Writing direct, well-reasoned final responses, including when the answer is difficult
• Working with team leaders across the business to investigate issues and fix what’s causing complaints
• Spotting where unclear customer communications or processes create avoidable complaints, and taking the lead on improving them
• Feeding complaint trends and root causes into MI, so leadership can act on them
• Handling vulnerable or distressed customers with empathy while staying objective

Skills

Complaints handling

FCA rules

Independent decision-making

Job description

Complaints Lead | Manchester City Centre | £36,000+ DOE

Mis-Sold Expert is a fast-growing, FCA-regulated business, and we need someone to own our complaints function.

This isn’t a role in a large complaints team where cases are allocated, decisions are signed off above you and someone else spots the trends. You’ll be the person who handles complaints here. You’ll investigate, decide the outcome, write the final response and work out why the complaint happened in the first place. You’ll have Compliance, QA and operational leadership around you, but the complaints function is yours to run and to shape as we grow.

This role is for you if you’ve already:

• Owned complaints end to end, from receipt and investigation through to a clear final response written for that specific customer, not from a template
• Made the call on outcomes and redress yourself, including telling a customer their complaint isn’t upheld and standing behind that decision
• Worked to FCA DISP rules and timescales without needing a checklist to remind you
• Handled Financial Ombudsman referrals and built case files that hold up
• Looked past individual cases to find what’s driving recurring complaints, and done something about it

Background in banking, financial services, insurance, regulated legal services or another FCA-regulated environment is ideal.

What you’ll actually be doing

• Running your own caseload and making independent, evidence-based decisions on outcome and redress
• Writing direct, well-reasoned final responses, including when the answer is difficult
• Working with team leaders across the business to investigate issues and fix what’s causing complaints
• Spotting where unclear customer communications or processes create avoidable complaints, and taking the lead on improving them
• Feeding complaint trends and root causes into MI, so leadership can act on them
• Handling vulnerable or distressed customers with empathy while staying objective

What will make you stand out

• You give feedback to other teams without waiting to be asked, and you build the relationships that make that land well
• You want to build something. As the business scales, we want this function to grow with you at the front of it.

The practical bits

• £36,000+ depending on experience
• Manchester city-centre office, Monday to Friday

If you’ve run complaints before and want real ownership rather than a queue, we’d like to hear from you.