Senior Complaints Manager - FCA Regulated Finance

Fintellect Recruitment; Warrington; On-site; GBP 24,000 - 40,000; Full time

Job summary

Manchester-based financial services business is seeking an experienced Complaints Manager to lead a team of over 18 Complaints Handlers and Team Leaders. You will ensure fair, timely handling of complaints within FCA DISP requirements, driving performance and regulatory compliance.

The role focuses on coaching, governance and stakeholder collaboration to identify trends, improve customer outcomes and deliver high-quality complaint handling across the business.

Qualifications

• Previous experience managing complaints teams within an FCA-regulated financial services environment.
• Experience leading and developing large operational teams (ideally 15+ people).
• Strong knowledge of FCA DISP rules, Consumer Duty and complaints handling best practice.
• Proven track record coaching and developing high-performing teams.
• Experience managing complaint KPIs, SLAs, quality frameworks and regulatory deadlines.
• Strong analytical skills with ability to identify trends and root causes from complaints data.
• Excellent communication and stakeholder management skills.
• Ability to balance commercial objectives with fair customer outcomes.
• Customer-focused approach and sound regulatory judgement.

Responsibilities

• Lead, motivate and develop a team of Complaints Handlers and Team Leaders.
• Oversee the end-to-end complaints process, ensuring compliance with FCA DISP requirements.
• Monitor performance against KPIs, SLAs and quality standards.
• Work closely with Compliance and Risk teams to identify emerging risks and implement improvements.
• Use complaints data and customer feedback to influence business improvements and enhance customer outcomes.

Skills

FCA regulations knowledge

Stakeholder management

Analytical skills

Coaching & development

KPIs & SLAs

Team leadership 15+ people

Regulatory deadlines

Communication

Job description

Manchester-based financial services business is seeking an experienced Complaints Manager to lead a team of over 18 Complaints Handlers and Team Leaders. You will ensure fair, timely handling of complaints within FCA DISP requirements, driving performance and regulatory compliance.

The role focuses on coaching, governance and stakeholder collaboration to identify trends, improve customer outcomes and deliver high-quality complaint handling across the business.