Senior Complaints Leader – Hybrid, FCA-Driven

Wesleyan; Birmingham; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Holiday allowance 28 days

Flexible hybrid

Pension matched

Underground parking

Salary sacrifice

Family leave

Volunteer days

Job summary

Wesleyan in Birmingham is seeking a Complaints Manager to lead resolution of escalated complaints across the society, ensuring fair outcomes and FCA/FOS compliance. You’ll provide data-driven RCA, manage timetables and present to Exec committees.

You’ll build a high-performing team, deliver regulator returns, and influence improvements in complaint handling standards across the business. The role combines strategic oversight with hands-on leadership in a hybrid, office-based setting in

Qualifications

• Experience in financial services, within operational/compliance or complaints handling at a senior level.
• Knowledge of FCA DISP and complaints processes across a financial services organisation.
• Ability to deliver feedback, coach staff and drive improvements in customer outcomes.

Responsibilities

• Lead pan-society escalated complaints across Wesleyan and ensure timely, fair outcomes.
• Regulatory returns and MI reporting to FCA, FOS, and Exec committees.
• Manage RCA/trend analysis and present quarterly reports to boards and committees.
• Mentor the complaints team, ensuring high standards and effective stakeholder engagement.
• Oversee remediation actions and ensure compliance with FCA and Ombudsman guidance.

Skills

Stakeholder management

Presentation skills

FCA DISP knowledge

Regulatory reporting

Coaching & development

Change management

Emotional intelligence

Customer service

Influencing others

Root cause analysis

Job description

Wesleyan in Birmingham is seeking a Complaints Manager to lead resolution of escalated complaints across the society, ensuring fair outcomes and FCA/FOS compliance. You’ll provide data-driven RCA, manage timetables and present to Exec committees.

You’ll build a high-performing team, deliver regulator returns, and influence improvements in complaint handling standards across the business. The role combines strategic oversight with hands-on leadership in a hybrid, office-based setting in