Complaints Manager

Abound; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled leader to oversee their Complaints & Business Operations function. This pivotal role involves managing complex complaints and enhancing operational processes, ensuring compliance with regulatory standards. You'll guide a dedicated team while developing insightful reporting frameworks that drive proactive improvements in customer experiences. With opportunities for hybrid work and a supportive environment, this role is perfect for someone looking to make a significant impact in a fast-paced, growing business. Join a mission-driven organization committed to fair lending practices and innovative solutions.

Benefits

Equity ownership

Hybrid working

25 days' holiday plus 8 bank holidays

2 paid volunteering days

One month paid sabbatical after 4 years

Employee loan

Free gym membership

Electric vehicle salary sacrifice scheme

Team wellness budget

Qualifications

• 3-5 years in complaints handling within financial services.
• Strong leadership qualities with experience in mentoring teams.

Responsibilities

• Lead resolution of customer complaints ensuring regulatory compliance.
• Build and refine reporting structures to inform management decisions.

Skills

Complaints Handling

Leadership

Regulatory Knowledge

Problem Solving

Reporting & Analysis

Communication Skills

Analytical Skills

Education

Experience in Financial Services

Job description

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About the role

We're on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £650 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture - what you earn, how you spend, and what's left at the end.

On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We're taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.

We're looking for an experienced and highly capable individual to take the lead in our Complaints & Business Operations function. This is a pivotal role within the organisation, responsible not only for the management and resolution of complex complaints, but also for overseeing several critical operational processes spanning payments, fraud prevention, DSARs, and escalated customer queries.

You will also play a key leadership role, supporting and guiding our operational team, helping to build capability, and developing enhanced reporting frameworks that provide deep insights into trends and root causes. You'll be central to evolving our data-driven approach, using reporting to inform proactive improvements across our customer journey and operational performance.

Who you are

• Experience: 3-5 years in a dedicated complaints handling role within financial services, ideally in consumer lending, with proven experience supporting and leading a team.
• Leadership: Strong leadership qualities, with a background in mentoring and guiding operational teams through complex case handling and continuous improvement initiatives.
• Expertise: Deep understanding of the regulatory landscape including FCA guidelines, DISP rules, FOS processes, and broader financial regulatory frameworks.
• Problem-Solver: Proven ability to dissect complex cases, conduct thorough investigations, and apply sound judgement to drive fair customer outcomes.
• Reporting & Analysis: Experience in building, enhancing, and interpreting operational and complaints MI, spotting trends and making data-led recommendations.
• Communicator: Outstanding written and verbal communication skills, with the ability to manage sensitive and high-pressure conversations both internally and externally.
• Analytical: Strong analytical mindset with excellent attention to detail, capable of identifying patterns, conducting root cause analysis, and implementing improvements.

What you'll be doing

• Team Leadership & Support: Act as a senior figure within the operational team, providing day-to-day guidance, coaching, and support to drive effective case handling and continuous learning.
• Enhanced Reporting & MI Development: Build and refine reporting structures, providing meaningful insights into complaint trends, operational challenges, and root cause analysis to inform senior management decision-making.
• End-to-End Complaint Management: Lead the resolution of customer complaints from initial receipt through to final response, ensuring accuracy, clarity, and full regulatory compliance.
• Escalation Point: Serve as the go-to contact for complex customer cases, high-risk complaints, and sensitive queries, providing expert guidance and resolution strategies.
• Regulatory Stewardship: Maintain robust adherence to FCA, FOS, and Data Protection requirements across all operational activities, keeping abreast of regulatory updates and translating them into practice.
• External Liaison: Manage relationships and correspondence with external bodies, particularly the Financial Ombudsman Service, ensuring timely and professional case handling.
• Operational Oversight: Provide operational support across Business Operations streams, including payment processing, fraud handling, DSAR responses, and complex customer queries.
• Continuous Improvement: Champion process enhancements and preventative actions based on trends and learnings from complaints and operational incidents.
• Documentation & Record Keeping: Ensure meticulous record-keeping of all casework, ensuring audit readiness and data integrity across all platforms.

Perks & Location

• Hybrid working: 3 days a week in our Milton Keynes office, with flexibility for remote working on the other 2 days.
• Monthly visit to our London office (travel fully expensed).
• Opportunity to shape and lead the development of a critical function within a fast-paced, growing business.

What we offer

• Everyone owns a piece of the company - equity
• Hybrid with 3 days a week in the office
• 25 days' holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership
• Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering