Complaints Team Manager

Fintellect Recruitment; Warrington; On-site; GBP 24,000 - 40,000; Full time

Job summary

Manchester-based financial services business is seeking an experienced Complaints Manager to lead a team of over 18 Complaints Handlers and Team Leaders. You will ensure fair, timely handling of complaints within FCA DISP requirements, driving performance and regulatory compliance.

The role focuses on coaching, governance and stakeholder collaboration to identify trends, improve customer outcomes and deliver high-quality complaint handling across the business.

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 coaching and developing high-performing teams.
• Experience managing complaint KPIs, SLAs, quality frameworks and regulatory deadlines.
• Strong analytical skills with ability to identify trends and root causes from complaints data.
• Excellent communication and stakeholder management skills.
• Ability to balance commercial objectives with fair customer outcomes.
• Customer-focused approach and sound regulatory judgement.

Responsibilities

• Lead, motivate and develop a team of Complaints Handlers and Team Leaders.
• Oversee the end-to-end complaints process, ensuring compliance with FCA DISP requirements.
• Monitor performance against KPIs, SLAs and quality standards.
• Work closely with Compliance and Risk teams to identify emerging risks and implement improvements.
• Use complaints data and customer feedback to influence business improvements and enhance customer outcomes.

Skills

FCA regulations knowledge

Stakeholder management

Analytical skills

Coaching & development

KPIs & SLAs

Team leadership 15+ people

Regulatory deadlines

Communication

Job description

Complaints Manager

Location: Manchester

Salary: Up to £40,000

About the Opportunity

My client is a well-established and growing financial services business with a strong customer-first culture. Operating within a regulated environment, they’re committed to delivering a transparent, straightforward customer experience while continually improving the way they support their customers.

Due to continued growth, they’re looking for an experienced Complaints Manager to lead a high-performing team and drive operational excellence across their complaints function.

The Role

As Complaints Manager, you’ll lead and develop a team of over 18 Complaints Handlers and Team Leaders responsible for managing customer complaints within an FCA-regulated business.

You’ll be responsible for ensuring complaints are handled fairly, consistently and within regulatory timescales, while driving team performance, quality standards and positive customer outcomes. Working closely with Compliance, Risk, Customer Experience and Operational stakeholders, you’ll use complaint insight to identify trends, reduce customer detriment and support continuous improvement across the business.

This is an excellent opportunity for an experienced people leader with a strong understanding of FCA regulations, complaints governance and customer outcomes.

Key Responsibilities

Leadership & People Management

• 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.

Complaints Management

• Oversee the end-to-end complaints process, ensuring compliance with FCA DISP requirements.
• Ensure complaints are investigated thoroughly, resolved fairly and completed within regulatory deadlines.
• Monitor performance against KPIs, SLAs and quality standards.

Compliance & Governance

• Ensure complaint handling aligns with FCA regulations, Consumer Duty requirements and internal governance.
• Work closely with Compliance and Risk teams to identify emerging risks and implement improvements.
• Maintain high standards of regulatory compliance and reporting.

Stakeholder Management

• Build strong working relationships with stakeholders across Operations, Compliance, Risk, Customer Experience and other business areas.
• Use complaints data and customer feedback to influence business improvements and enhance customer outcomes.

About You

To be successful, you’ll have:

• 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.
• A 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.
• Excellent communication and stakeholder management skills.
• The ability to balance commercial objectives with fair customer outcomes.
• A customer-focused approach and sound regulatory judgement.

What’s on Offer

Alongside a competitive salary, my client offers a comprehensive benefits package, including:

• Annual bonus opportunity
• Pension scheme, life assurance and income protection
• Healthcare and wellbeing support
• Employee discounts and lifestyle benefits
• Cycle to Work scheme
• Enhanced family-friendly policies
• Flexible wellbeing initiatives
• Volunteer days and additional annual leave benefits
• A collaborative, supportive culture with genuine opportunities for career development and progression.

If you’re an experienced Complaints Manager looking to join a growing organisation where you can make a real impact on customer outcomes, we’d love to hear from you.