Complaints Manager

Saltus; Birmingham; Hybrid; GBP 42,000 - 50,000; Full time

Job summary

A financial services company based in Birmingham is seeking a Complaints Manager to oversee the entire complaints handling process. The successful candidate will ensure adherence to regulatory standards, resolve customer complaints, and analyze data for improvements. This role offers a salary up to £50,000 per year and the opportunity for hybrid working. The ideal candidate will have at least 2 years of experience in complaints management and possess strong communication and problem-solving skills.

Benefits

28 days holiday plus bank holidays

Study assistance

Life assurance

Income protection

Pension

Flexible benefits platform

Qualifications

• Minimum 2 years of Complaints management experience.
• Ability to analyze data and produce actionable insights.
• Excellent interpersonal, verbal, and written communication skills.

Responsibilities

• Manage and resolve customer complaints efficiently and professionally.
• Ensure adherence to FCA rules and regulations.
• Produce regular MI reports for senior management.

Skills

Team management

Data analysis

Communication skills

Problem-solving skills

Education

Qualifications in Financial Services or Compliance

Tools

Microsoft Office Suite

Job description

Salary up to £50,000 | Full-time | Hybrid working (2-3 days in office)

Introduction

We’re seeking a Complaints Manager to join our growing compliance team. The Complaints Manager is responsible for overseeing the end-to-end complaints handling process within the organisation, ensuring all customer complaints are managed promptly, fairly, and in compliance with regulatory requirements. This role plays a critical part in maintaining customer trust, improving service quality, and reducing operational and regulatory risk.

Why Saltus?

Our mission is to improve everyone’s relationship with their wealth : to make it a positive force for their future and at the same time to prevent it from being a source of anxiety. We want everyone who works at Saltus to be proud to work here, and to find fulfilment and meaning in the work that they do.

We are incredibly proud of our culture and work really hard to ensure that Saltus is a great place to work for our people, where they can have fun and grow in their careers, with a passion for excellence and customer service.

We're proud that we've been recognised as a winner by the Sunday Times in the Best Places to Work 2024 awards, as well as a winner in the Professional Adviser awards 2024 for the Best Financial Advisers to Work For. These accolades reflect our commitment to creating an exceptional work environment and our dedication to excellence in the financial industry. Join our award‑winning team and be a part of our continued success!

Saltus is a privately owned financial planning and discretionary investment management house. We provide a high-quality service for private clients, trusts, and smaller institutions.

Saltus Partners was founded in 2004 and has grown organically and through a small number of carefully integrated acquisitions. Originally, the business started out as an investment manager and has now developed the financial planning side of the offering, putting this at the forefront of the client relationship.

Today Saltus manages and advises on over £10 billion of client assets, acquired through a combination of organic business growth and corporate acquisitions.

What does this role look like?

You’ll have responsibility for a range of duties within the Compliance Division, including the following:

Complaint Handling & Resolution

• Manage and resolve customer complaints and internal errors efficiently and professionally, ensuring fair outcomes.
• Oversee investigations into complaints and provide guidance to complaint handlers.
• Lead investigations into complex complaints.
• Ensure all complaints are logged, tracked, and closed within agreed timelines and regulatory standards.

Regulatory Compliance

• Ensure adherence to FCA rules and other relevant regulations.
• Maintain up-to-date knowledge of complaint handling requirements and implement changes as needed.

Process Improvement

• Analyse complaint data to identify trends, root causes, and areas for improvement.
• Recommend and implement process enhancements to reduce complaint volumes and improve customer experience.
• Review internal complaint‑handling processes and implement improvements to make them industry‑leading and efficient.

Stakeholder Management

• Liaise with internal teams to resolve issues and share feedback.
• Act as the escalation point for complex or high‑risk complaints.

Reporting & Governance

• Produce regular MI reports for senior management on complaint volumes, trends, and performance against SLAs.
• Provide accurate data on complaint volumes and resolution to the Advice & Governance Team, for reg data reporting obligations to FCA.

Training & Development

• Provide training and guidance to staff on complaint handling best practices.
• Promote a culture of customer fairness and continuous improvement.

What sort of person are we looking for?

We think that the best candidate for this role will have :

• Energy and a passion for helping Saltus remain compliant and to continue to provide the best possible outcomes for our clients.
• Minimum 2 years of Complaints management experience.
• Clear evidence of managing a team, prioritising their development and fostering a collaborative culture.
• Qualifications in Financial Services, either as an adviser or in Compliance, Complaints Risk, or Supervision.
• Ability to analyse data and produce actionable insights.
• The desire to take on a variety of tasks, adapting to changing business needs.
• Excellent interpersonal, verbal, and written communication skills with strong attention to detail.
• Outstanding communication and problem‑solving skills, able to communicate with departments across the business at all levels.
• The ability to take ownership and responsibility for tasks and projects, working autonomously and collaborating as needed with key stakeholders.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, SharePoint and Excel).
• A willingness and flexibility to travel to office sites as required. If you are able to drive and have your own transport, that would be highly advantageous.

Where will I be working?

We’re incredibly flexible about where, when, and how you work : we don’t want anyone to be prevented from coming to work for Saltus as a result of the working pattern that they’re looking for. Ideally, you’d be able to be based out of either our Bath, London or Whiteley office for two to three days each week, working the remainder of the week from home.

We are passionate about championing flexible working for our people, so if there’s a slightly different working pattern that you are looking for, then please come and have a chat to us about it.

What benefits do I get when working for Saltus?

The role is 40 hours per week to be worked between the hours of 8:30‑5:30 pm with a salary up to £50,000 per year, depending on experience. Alongside this, you get fantastic benefits including 28 days’ holiday (plus bank holidays + your birthday off!), study assistance, life assurance, income protection and a pension, alongside access to our flexible benefits platform.

Just as importantly, you’ll get to experience our culture, which we really do live and breathe ensuring that Saltus is a fantastic place to work for every single one of our 400+ people. We work hard, but we have an awful lot of fun along the way. If you think you’d like to come and join us, then please do get in touch… we’d love to hear from you!