Complaints Manager

I am working exclusively with Zuto to recruit for a Complaints Manager which requires someone with strong organisational skills and a keen eye for detail to oversee and resolve customer complaints effectively. Applicants need to be aware of FCA regulations. This is a permanent position, offering the chance to contribute to the improvement of customer satisfaction and operational excellence.Client DetailsSat in the financial services industry, Zuto is known for its customer-focused approach and commitment to improving client experiences. The company values structured processes and results-oriented professionals to drive success.DescriptionLed, motivated and develop a team of 18+ Complaints Handlers and Team Leaders, driving engagement, capability and performance.Foster a high-performance culture focused on delivering fair customer outcomes, accountability and continuous improvement.Conducted regular coaching, performance reviews and development planning to support individual and team growth.Managed the end-to-end complaints process, ensuring compliance with FCA DISP requirements and regulatory standards.Ensured complaints were thoroughly investigated, resolved fairly and completed within prescribed regulatory time frames.Maintained adherence to FCA regulations, Consumer Duty requirements and internal governance policies across all complaint activities.Partnered with Compliance and Risk teams to identify, assess and mitigate regulatory and operational risks.Built and ..... full job details .....