Complaints Manager

Complaints ManagerSalary: £40,000 - £45,000 depending on experienceLocation: Sheffield, hybrid with 2 days from home after probationWe are looking for an experienced Complaints Manager to take ownership of the complaints function within a regulated financial services environment. This is a key role responsible for ensuring customers receive fair and appropriate outcomes, while identifying trends, managing risk and driving improvements across the wider business. The successful candidate will:Take overall responsibility for the effective management of customer complaints, ensuring they are handled fairly, accurately and within required timescales.Manage complex, high-risk and vulnerable customer cases where appropriate.Ensure complaint responses and outcomes meet regulatory and internal requirements.Maintain and improve complaints processes, procedures and working practices.Ensure Consumer Duty principles are embedded throughout the complaints journey.Monitor complaint volumes, trends, root causes, resolution times and redress through effective MI and reporting.Provide regular analysis and recommendations to senior stakeholders.Identify recurring issues and work with relevant teams to implement corrective actions.Drive improvements to processes, systems and customer journeys to reduce repeat complaints.Oversee complaint-related redress and compensation, ensuring decisions are fair, consistent and appropriately documented.Lead, coach and develop the complaints team, supporting ..... full job details .....