QA & Complaints Manager (Multiple Hires)

Jacobson Garner; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Career development opportunities

High-growth environment

Job summary

A leading financial services firm in London is seeking an experienced QA & Complaints Manager to handle complaints and ensure regulatory compliance. You will investigate customer issues, communicate effectively with stakeholders, and support process improvements. Ideal candidates have over 6 years in complaints handling and 4 years in Quality Assurance in financial services. This hybrid role offers flexibility and growth opportunities.

Qualifications

• 6-8 years’ experience in regulated complaints handling (FCA, DISP, Consumer Duty).
• 4+ years of QA experience within a financial services role.
• Customer-first mindset with high attention to detail.

Responsibilities

• Investigate complex customer issues across regulated financial products.
• Ensure regulatory compliance while delivering a positive customer experience.
• Support continuous improvement by identifying trends and root causes.

Skills

Regulated complaints handling

Quality Assurance within financial services

Strong communication skills

Ability to manage busy caseload

Attention to detail

Job description

QA & Complaints Manager (Multiple Hires)

Are you a confident and experienced complaints specialist with experience within financial Quality Assurance looking to make an impact at one of the world’s fastest-growing FinTechs? We’re hiring multiple QA & Complaints Handlers to join a high-performing team on an interim basis initially for a 6 month period.

This is a fantastic opportunity to join a modern, mission-driven financial services firm that is reshaping the way people manage and access money. With a strong culture of customer‑centricity and innovation, our client is seeking passionate professionals who take pride in delivering fair, timely, and high-quality complaint resolutions as part of the Global Quality Assurance function, driving complaints processes and consistency.

As a Complaints Handler, you will investigate complex customer issues across a range of regulated financial products and services, assess the facts in line with FCA DISP and Consumer Duty, and ensure regulatory compliance while delivering a positive customer experience. You’ll be expected to communicate clearly and empathetically with customers and internal stakeholders, and support continuous improvement by identifying trends and root causes.

This is a hybrid role predominantly home‑based with occasional travel to the office, in Central London.

Location: Hybrid (Remote) and London (in‑office when required)

Qualifications

• 6-8 years’ experience in regulated complaints handling (FCA, DISP, Consumer Duty)
• 4+ years of QA within a financial services role/organisation
• Strong written and verbal communication skills
• Ability to work independently and manage a busy caseload
• Customer‑first mindset with high attention to detail
• Exposure to FinTech, digital banking, payments, or e‑money is desirable

What’s on Offer

• High‑growth environment with career development opportunities