Complaints Manager — Lead 18+ Team (FCA Regulated)

Fintellect Recruitment; Manchester; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

Healthcare

Cycle to Work

Family-friendly policies

Volunteer days

Career development opportunities

Job summary

Fintellect Recruitment is supporting a well-established financial services business in Manchester seeking an experienced Complaints Manager to lead a team of over 18 Complaints Handlers and Team Leaders. You will oversee end-to-end complaints processes, ensuring fair handling within FCA DISP deadlines and driving performance, quality and positive customer outcomes.

The role offers exposure to regulatory governance, collaboration with Compliance, Risk and Operations, and a clear path for career

Qualifications

• Previous experience managing complaints teams within an FCA-regulated financial services environment.
• Experience leading and developing large operational teams (ideally 15+ people).
• Strong knowledge of FCA DISP rules, Consumer Duty and complaints handling best practice.
• Proven track record of coaching and developing high-performing teams.
• Experience managing complaint KPIs, SLAs, quality frameworks and regulatory deadlines.
• Strong analytical skills with the ability to identify trends and root causes from complaints data.

Responsibilities

• Lead, motivate and develop a team of Complaints Handlers and Team Leaders.
• Foster a high-performance culture focused on customer outcomes, accountability and continuous improvement.
• Deliver regular coaching, performance reviews and development planning.

Skills

Leadership

People management

Regulatory compliance

FCA knowledge

Data analysis

Stakeholder management

Job description

Fintellect Recruitment is supporting a well-established financial services business in Manchester seeking an experienced Complaints Manager to lead a team of over 18 Complaints Handlers and Team Leaders. You will oversee end-to-end complaints processes, ensuring fair handling within FCA DISP deadlines and driving performance, quality and positive customer outcomes.

The role offers exposure to regulatory governance, collaboration with Compliance, Risk and Operations, and a clear path for career