Senior Complex Complaints Leader

Hastings Direct; Leicester; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus

Life assurance

Income protection

Pension contributions

25 days annual leave

Job summary

Hastings Direct in Leicester or Bexhill is seeking an experienced Complex Complaints Leader to head a team of Complaint Resolution Specialists, focusing on executive complaints, litigation, and FOS file requests.

You will develop processes, manage stakeholder relationships at executive levels, ensure fair outcomes and regulatory compliance under FCA, DISP, and Consumer Duty, and drive continuous improvement through data insight and coaching.

Qualifications

• Proven experience in complaint handling in a regulated environment with FCA complaint handling requirements and resolution processes.
• Previous leadership or coaching experience, with the confidence to support performance, capability, wellbeing and engagement.
• Demonstrable resilience and composure in a fast-paced environment, with the ability to reassess priorities and respond to urgent issues while maintaining sound judgement.

Responsibilities

• Oversee the day-to-day running of the complex complaints function, ensuring workloads and service standards are managed effectively.
• Build trusted relationships at all levels through excellent stakeholder management.
• Provide clear, credible and timely advice, challenging where appropriate, and maintain visibility of complex complaints, emerging issues and risks.
• Lead, coach and develop a team of Complaint Resolution Specialists through regular 1:1s and development conversations.
• Create a culture where every case is managed end-to-end and colleagues are held accountable for meeting standards.

Skills

Complaint handling

Leadership

Stakeholder management

Regulatory understanding

Strategic thinking

Job description

Hastings Direct in Leicester or Bexhill is seeking an experienced Complex Complaints Leader to head a team of Complaint Resolution Specialists, focusing on executive complaints, litigation, and FOS file requests.

You will develop processes, manage stakeholder relationships at executive levels, ensure fair outcomes and regulatory compliance under FCA, DISP, and Consumer Duty, and drive continuous improvement through data insight and coaching.