Head of Complaints Experience

Coventry Building Society; Manchester; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Holiday 28 days

Annual discretionary bonus

Pension

Private medical

Maternity/Paternity leave

Life assurance

Job summary

Coventry Building Society is seeking a Complaints Experience Lead to join our Complaints Centre of Excellence, shaping how we handle complaints and advocate for customers across the Group. The role sits in the Complaints Leadership Team and drives improvements from trends, regulatory changes and customer insight.

Based in the UK with hybrid working between Manchester and Coventry, travel to both locations is required.

Qualifications

• Significant experience in complaints within a regulated financial services environment.
• Expert knowledge of FCA complaints handling requirements, DISP and Consumer Duty.
• Experience with Financial Ombudsman Service processes, decisions and expectations.
• Experience leading, coaching colleagues.
• Ability to interpret complaint data, customer insight and regulatory developments to drive improvements.
• Strong initiative and capability to own issues and drive resolution and improvements.

Responsibilities

• Provide technical complaints leadership and guidance across teams.
• Champion best practice in complaint handling and customer outcomes.
• Support resolution of complex and high-profile complaints with expert judgement.
• Drive continuous improvement using customer insight and regulatory changes.
• Promote customer advocacy and service recovery across the Group.

Skills

Complaint leadership

Regulatory knowledge

Stakeholder management

Data analysis

Customer advocacy

Job description

Coventry Building Society is seeking a Complaints Experience Lead to join our Complaints Centre of Excellence, shaping how we handle complaints and advocate for customers across the Group. The role sits in the Complaints Leadership Team and drives improvements from trends, regulatory changes and customer insight.

Based in the UK with hybrid working between Manchester and Coventry, travel to both locations is required.