Complaints Manager

Barclay Simpson; Nottingham; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Bonus

Job summary

Barclay Simpson is seeking a Regulated Complaints Manager in Manchester (Hybrid) to own the regulated complaints agenda, ensuring timely responses and escalation in collaboration with Risk & Compliance.

You will interpret data to identify themes, drive consistent processes, and report insights to senior stakeholders, contributing to stronger governance of complaints handling.

Qualifications

• Experience within regulated financial services (complaints or compliance).
• Understanding of DISP requirements and FOS processes.
• Strong ability to interpret data and perform root cause analysis.
• Confident communicator with the ability to influence and challenge.
• Experience presenting insight to senior stakeholders.
• Comfortable operating in a hands-on, developing environment.

Responsibilities

• Provide day-to-day oversight and direction of regulated complaints activity.
• Support handling of complex and escalated cases.
• Act as a key contact for FOS-related queries and case discussions.
• Interpret complaints data to identify themes, trends and areas of concern.
• Deliver clear, structured insight to senior stakeholders.
• Support the development of more consistent processes and reporting.
• Challenge outcomes where required to ensure fair and balanced decisions.

Skills

Regulated financial services

Understanding DISP & FOS

Data interpretation

Influence & challenge

Presenting insight to senior leaders

Hands-on / developing environment

Job description

Regulated Complaints Manager

Manchester (Hybrid)
£45,000 – £50,000 + bonus

Overview

A growing consumer finance business is seeking a complaints professional to take ownership of its regulated complaints activity, working closely with Risk & Compliance.

This is a newly created role designed to introduce greater structure, oversight, and insight into complaints handling, while supporting engagement with the Financial Ombudsman Service.

Key Responsibilities

• Provide day-to-day oversight and direction of regulated complaints activity
• Support handling of complex and escalated cases
• Act as a key contact for FOS-related queries and case discussions
• Interpret complaints data to identify themes, trends and areas of concern
• Deliver clear, structured insight to senior stakeholders
• Support the development of more consistent processes and reporting
• Challenge outcomes where required to ensure fair and balanced decisions

Candidate Profile

• Experience within regulated financial services (complaints or compliance)
• Understanding of DISP requirements and FOS processes
• Strong ability to interpret data and perform root cause analysis
• Confident communicator with the ability to influence and challenge
• Experience presenting insight to senior stakeholders
• Comfortable operating in a hands‑on, developing environment

Desirable

• Experience dealing directly with FOS cases or disputes
• Background in consumer credit or broker environments