Complaints Manager

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

Job summary

Join a forward-thinking InsurTech company as a Complaints Manager, where your expertise in vendor management and FOS will elevate complaints handling to world-class standards. This strategic role focuses on improving resolution times and customer outcomes through data-driven insights, while collaborating across departments to ensure accountability and performance. With a commitment to inclusion and a people-focused culture, you'll thrive in an environment that values innovation and operational excellence. If you're passionate about customer advocacy and ready to make a meaningful impact, this is the opportunity for you.

Benefits

Private Healthcare

Pension Scheme

Comprehensive Benefits Package

Qualifications

• Experience managing third-party vendors in a regulated environment.
• Strong understanding of the FOS landscape and relationship management.

Responsibilities

• Lead oversight of a third-party vendor, ensuring performance and compliance.
• Use data to drive insights and improve customer outcomes.

Skills

Vendor Management

FOS Expertise

Data Analysis

Stakeholder Management

Customer Advocacy

Education

Degree in relevant field

Tools

Complaints Dashboard

Job description

• Contract: Full Time

Complaints Manager – Vendor Performance & FOS Specialist
£55,000 – £65,000 + Bonus + Private Healthcare + Pension
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.

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