Complaints Manager

Novuna; Newbury; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading vehicle leasing company in the UK is seeking a Complaints Manager to drive a customer-first approach in handling complaints. You will lead a small team and ensure compliance with FCA regulations while improving customer experience. The ideal candidate has exceptional leadership skills and a proven background in an FCA-regulated environment. This role offers a hybrid working model, competitive salary, and a full wellbeing package.

Benefits

Company car or cash alternative

Flexible hybrid working

25 days' holiday plus bank holidays

Full wellbeing package including BUPA

Qualifications

• Proven track record in an FCA-regulated environment.
• Exceptional leadership skills with a passion for customer satisfaction.
• Knowledge of Consumer Duty and complaint handling processes.

Responsibilities

• Oversee complaints escalated to regulatory bodies.
• Motivate and develop your team for excellent outcomes.
• Drive continuous improvement in processes and systems.
• Use root cause analysis to influence positive change.

Skills

Leadership skills

Problem-solving

Stakeholder engagement

Coaching and development

Data analysis

Job description

Overview

Are you a passionate leader able to motivate and engage your team? Do you have knowledge of FCA regulations? Want to work for one of the UK's leading vehicle leasing companies?

If your answer is 'yes' to all of these, keep reading.

At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. We're lighting the way in the electric vehicle revolution, helping customers of all kinds on their journey to carbon-free mobility—from family cars to HGVs.

We’re proud to be a Top 50 Inclusive employer. We’re a signatory of the Women in Finance and the Race at Work Charter and we’re Disability Confident Committed.

What does the role involve?

As Complaints Manager, you’ll be the driving force behind our customer-first approach to complaints handling. Leading a team of two Team Leaders and twelve indirect reports, you’ll create a culture that delivers fair, timely and compliant resolutions for our customers — and ensures we meet all FCA, FOS, FLA and TFO requirements.

This role is about more than just compliance — it’s about inspiring your team, embedding best practice, and using data to spot trends that improve our overall customer experience.

Key duties

• Overseeing complaints escalated to regulatory bodies, ensuring timely and compliant resolution
• Motivating and developing your team, enabling them to deliver excellent outcomes for customers and colleagues
• Driving continuous improvement across processes and systems to maximise efficiency and effectiveness
• Using root cause analysis and data insights to influence positive change across the wider business

What are we looking for?

You'll be a skilled Customer Complaints Manager with a proven track record in an FCA-regulated environment, including knowledge of Consumer Duty. You’ll bring exceptional leadership skills, a passion for getting things right for the customer, and a drive to continuously improve.

Also, we’re looking for the following

• Logical and pragmatic in their problem-solving
• Skilled at engaging and influencing senior stakeholders
• Able to coach and develop teams to perform at their best
• Confident in presenting insights and recommendations clearly and persuasively

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you’ll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

• Company car or cash alternative – with fantastic EV incentives
• Flexible hybrid working - 3 days in the office and 2 from home
• 25 days\' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What’s the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.

We’re Disability Confident Committed, so if you’re a person with a disability, if you’re neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to make reasonable adjustments to our processes for you.