Senior Complaints Experience Leader

Co-operative Bank plc; Manchester; On-site; GBP 52,000 - 65,000; Full time

Benefits offered by this job

Annual bonus scheme

Private medical and health screenings

Pension with enhanced contributions

Job summary

The Co-operative Bank is seeking a Complaints Experience Lead to join the Complaints Centre of Excellence in Manchester/Coventry. This role shapes the complaints strategy, driving fair outcomes and customer advocacy through expert handling and data-driven insights.

Working in a Hybrid model, you will lead complex investigations, coach teams, and ensure compliance with FCA requirements, DISP, and Consumer Duty while delivering tangible service improvements across the Group.

Qualifications

• Significant experience in complaints within a regulated financial services environment.
• Expert knowledge of FCA complaint handling requirements, DISP and Consumer Duty.
• Extensive knowledge of Financial Ombudsman Service processes, decisions and expectations.
• Experience of leading, motivating and coaching colleagues.
• Strong understanding of vulnerability, customer advocacy and outcome frameworks.
• Experience persuading and influencing senior stakeholders.
• Experience taking ownership of high-profile complaints.
• Ability to interpret complaint data and regulatory developments to drive improvement.
• Proactive in driving resolution and identifying opportunities for change.

Responsibilities

• Support the ongoing development of the Group's complaint handling strategy.
• Translate lessons from complaints and regulatory changes into action.
• Provide technical complaints leadership and guidance to teams.
• Champion best practice to ensure fair outcomes and exceptional customer experiences.
• Ensure complaint approaches align with regulatory requirements and evolving expectations.
• Deliver across the Group with a culture of continuous improvement.

Skills

Complaints experience

Regulatory knowledge

Stakeholder influence

Leadership coaching

Regulatory requirements

Data interpretation

Job description

The Co-operative Bank is seeking a Complaints Experience Lead to join the Complaints Centre of Excellence in Manchester/Coventry. This role shapes the complaints strategy, driving fair outcomes and customer advocacy through expert handling and data-driven insights.

Working in a Hybrid model, you will lead complex investigations, coach teams, and ensure compliance with FCA requirements, DISP, and Consumer Duty while delivering tangible service improvements across the Group.