Complaints Manager

Sudale Search & Select; Greater London; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

An innovative InsurTech company is seeking a Complaints Manager to elevate their complaints handling to world-class standards. This strategic role involves managing third-party vendors, enhancing customer outcomes through data-driven insights, and collaborating with multiple stakeholders. Join a values-driven team that prioritizes inclusion and performance, and help shape the future of complaints management in a fast-growing environment. This is an exciting opportunity for those passionate about customer advocacy and operational excellence.

Benefits

Flexible working hours

Comprehensive benefits package

Age-related pension scheme

Performance-based bonuses

Qualifications

• Experience managing outsourced complaints functions and third-party vendors.
• Strong understanding of the Financial Ombudsman Service (FOS) and its processes.

Responsibilities

• Lead oversight of a 3rd party vendor's performance and compliance.
• Use data to drive business change and improve customer outcomes.

Skills

Vendor Management

FOS Expertise

Data Analysis

Stakeholder Collaboration

Customer Advocacy

Education

Degree in relevant field

Tools

Complaints Dashboard

Job description

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Sudale Search & Select provided pay range

This range is provided by Sudale Search & Select. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Inclusive Hiring For CX Leadership Roles | Champion for People not KPIs | Flexible Working Advocate| Proud Mum of 2

Complaints Manager – Vendor Performance & FOS Specialist

Location: London, 3 days per week with occasional travel to Europe

Are you confident managing outsourced complaints functions and delivering results through third-party vendors?

Do you know your way around the Financial Ombudsman Service (FOS) and thrive on owning that relationship?

Are you passionate about using data to create actionable insight – and getting the right outcomes for customers, fast?

If so, this could be a seriously rewarding next step.

About the Business:

I’m thrilled to be partnering with an innovative, high-growth InsurTech making serious moves across Europe. They’re scaling fast, adding over £1M in new customers annually, and doing it with intention.

With 100 employees representing 20+ nationalities and a 50:50 gender balance across all levels, inclusion isn’t just a policy here, it’s lived, daily. This is a business that’s as people-focused as it is performance-led.

You’ll join a values-driven, mission-orientated team that genuinely believes in “test and learn”, sharing wins, owning mistakes, and building something brilliant together. Regular all-hands, transparent communication, and recognition are all baked into their DNA.

The Role:

This isn’t a complaints firefighting role, it’s a strategic position designed to elevate complaints handling to world-class standards. Your remit will be to own the relationship and performance of a key outsourced complaints vendor, ensuring SLAs aren’t just met but exceeded.

Over the next 12 months, the focus will be on:

• Reducing resolution times
• Improving upheld rates with the FOS
• Elevating customer outcomes through quality conversations
• Creating sharp, data-driven insights that influence business decisions

What You'll Be Doing:

• Vendor Management: Lead day-to-day oversight of a 3rd party vendor; performance, metrics, compliance and, most importantly, accountability. You’ll spot risks early and act with pace.
• FOS Expertise: Be the go-to for all things FOS. From correspondence to case quality, you’ll confidently manage and drive the relationship, striving to improve an already strong 84% upheld rate.
• Data & Insight: Use the newly enhanced complaints dashboard to spot trends, identify friction, and turn complaints data into powerful stories that drive business change.
• Stakeholder Collaboration: Work across multiple departments with varied priorities. You’ll need to flex your style, build trust, and keep people focused on what matters, getting it right for the customer.
• Has a track record of managing third-party vendors, ideally in a regulated environment
• Knows the FOS landscape inside out and has managed FOS relationships hands-on
• Can interpret complaints data and translate it into clear, compelling insights
• Understands how to influence and challenge senior stakeholders (in the right way)
• Has a passion for customer advocacy and operational excellence
• Can be in London 3 times per week, and able to travel to Europe once a month
• Is ideally degree educated, but experience counts more

What’s on Offer:

• Salary: £55,000 – £65,000 (flexible for the right person)
• Bonus: Individual and company performance based
• Age-related pension scheme
• Full comprehensive benefits package shared initial call
• A chance to shape what “world-class” complaints management really looks like

The Process:

• Screening with Kerry @ Sudale Search – a genuine, two-way chat about you, the role and fit
• Culture Fit with HR – informal and remote
• Competency Interview with the Head of Complaints – remote
• Case Study with senior stakeholders – an opportunity to show how you think, not just what you’ve done

We’re Committed to You:

At Sudale Search, every application gets a response. We care about the candidate experience – even when things are busy. Please share up-to-date contact details and expect to hear from us.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Insurance and Financial Services

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