Head of Complaints & Compliance - Hybrid FS Leader

Wesleyan Group; Birmingham; Hybrid; GBP 68,000 - 83,000; Full time

Job summary

Wesleyan Group in Birmingham is seeking a Complaints Manager to lead the resolution of escalated complaints across the business, ensuring FCA and FOS compliance and timely customer outcomes. The role is hybrid, with office-based work in Birmingham and roughly two days per week in the office.

You will own RCA analysis, present reports to Exec and Board, coach the team, and drive sustained improvements in complaint handling across the society. This is a full-time, 12-month FTC.

Qualifications

• Experience in financial services in an Operational or Complaints role at senior level.
• Knowledge of FCA DISP and the complaints framework.
• Understanding of pensions, investments and protection products (PPG).
• Ability to coach, give feedback and motivate staff.
• Strong stakeholder management and presentation skills.
• Gravitas to challenge senior colleagues impartially.
• Excellent emotional intelligence and people management for demanding customers.

Responsibilities

• Lead resolution of escalated complaints across areas to ensure good customer outcomes.
• Ensure FCA and FOS regulatory reporting and DISP compliance.
• Present quarterly complaints reports to Exec, Board and Risk Committees.
• Drive improvements via RCA and action plans to prevent recurrence.
• Coach and develop the complaints team for efficiency and outcomes.
• Be the POC for Exec and SLT on complaints and ensure timely communications.

Skills

Stakeholder mgmt

FCA DISP knowledge

Senior compliance

Pensions & investments

Coaching & feedback

Gravitas

Emotional intelligence

Job description

Wesleyan Group in Birmingham is seeking a Complaints Manager to lead the resolution of escalated complaints across the business, ensuring FCA and FOS compliance and timely customer outcomes. The role is hybrid, with office-based work in Birmingham and roughly two days per week in the office.

You will own RCA analysis, present reports to Exec and Board, coach the team, and drive sustained improvements in complaint handling across the society. This is a full-time, 12-month FTC.