Complaints Manager

BNP Paribas Personal Finance; Birmingham; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Pension

Private medical insurance

Flexible benefits

Job summary

BNP Paribas Personal Finance in Solihull invites an experienced Motor Complaints Team Manager to lead a high-performing team responsible for fair, timely complaint resolutions. You will coach staff, drive performance and ensure FCA regulations and Consumer Duty requirements are met.

This role offers hybrid working, a competitive salary and benefits, with opportunities to collaborate across departments to deliver positive customer outcomes and uphold regulatory standards.

Qualifications

• Experience leading complaints teams in financial services.
• Strong coaching and performance management skills.
• Solid understanding of FCA regulations and Consumer Duty in complaints handling.

Responsibilities

• Lead and develop a team of Complaints colleagues to deliver fair customer outcomes.
• Drive performance against regulatory timescales and quality standards.
• Support investigation and resolution of complex complaints as escalation point.
• Use complaint insights to identify trends and drive process improvements.
• Ensure regulatory compliance and effective risk management, including vulnerable customers.
• Collaborate with internal stakeholders and external partners, including the Financial Ombudsman Service.

Skills

People leadership

Coaching

FCA regulations

Consumer Duty

MI analytics

Communication

Stakeholder management

Job description

Motor Complaints Team Manager

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Contract: Full-time, Permanent

About Us

At BNP Paribas Personal Finance, we're part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.

The Role

We're looking for an experienced Motor Complaints Team Manager to lead and develop a high-performing team responsible for delivering fair, timely and customer-focused complaint resolutions. You'll drive operational performance, coach and support your team, and ensure every complaint is managed with empathy, professionalism and in line with FCA regulations and Consumer Duty requirements.

Key Responsibilities

• Lead, coach and develop a team of Complaints colleagues, creating a culture of accountability, continuous improvement and excellent customer outcomes.
• Drive team performance against key operational measures, ensuring complaints are resolved within regulatory timescales and quality standards.
• Support the investigation and resolution of complex complaints, acting as an escalation point where required.
• Use complaint insights and root cause analysis to identify trends, improve processes and enhance the customer experience.
• Ensure regulatory compliance, effective risk management and the appropriate support of vulnerable customers.
• Collaborate with internal stakeholders and external partners, including the Financial Ombudsman Service where appropriate, to deliver fair customer outcomes.

Skills & Attributes

• Proven people leadership experience within Complaints, Customer Operations or a regulated financial services environment.
• Strong coaching and performance management skills with the ability to develop and motivate high-performing teams.
• Good understanding of FCA regulations, Consumer Duty and complaints handling within financial services.
• Strong analytical skills with experience using MI and complaint trends to drive continuous improvement.
• Excellent communication, decision‑making and stakeholder management skills.
• Resilient, organised and customer‑focused, with the ability to balance empathy, commercial awareness and regulatory requirements.

What's in it for you

As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:

• Competitive salary and comprehensive package, contributory pension, and health cash plan.
• Opportunity to buy/sell holiday giving you even more control over your work‑life balance.
• Flexible benefits including private medical insurance and lifestyle discounts.
• A culture that values collaboration, development and wellbeing.
• Performance‑related bonus scheme.
• Hybrid working with excellent learning and development opportunities to support your career.

Could this be you?

Making a positive impact is at the heart of everything we do. We're looking for people who live by our values, who are Positive, Brave and Own It.

Don't let confidence hold you back. You don't need to meet every requirement—if you have around 75% of the skills and the right attitude, we'd love to hear from you.

Your Application Journey

• Call with our Talent Acquisition team
• Informal chat with the Hiring Manager
• Competency‑based interview including a short presentation (90 minutes)

We aim to complete the process within 3–4 weeks, depending on availability. If you're not shortlisted, we'll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.

Equal Opportunities

We're committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation or background.