Regulated Complaints Manager

We are seeking a Regulated Complaints Manager to oversee and improve complaint handling processes within the financial services industry. This permanent role is based in Manchester City Centre and offers a fantastic opportunity to enhance customer satisfaction and operational efficiency.Client DetailsOur client is a well-established organisation within the financial services sector, known for their commitment to delivering exceptional customer service. They provide a professional and supportive environment to ensure both employee and client success.DescriptionSupport the end-to-end handling of FCA-regulated complaints, ensuring all cases are managed within required timeframes and to a high standard.Take ownership of Financial Ombudsman Service (FOS) responses, ensuring submissions are accurate, evidence-based, and fully documented prior to submission.Build and maintain effective communication with the Financial Ombudsman Service to support fair, efficient case handling and embed organisational learning from feedback.Provide expert guidance on FCA DISP requirements and FOS expectations, acting as an escalation point for complex or high-risk complaints.Ensure all complaints and FOS cases are clearly documented, maintaining accurate records and full audit trails in line with regulatory requirements.Conduct detailed analysis of complaints to identify root causes, emerging risks, and recurring themes across products, processes, and customer journeys.Develop and maintain ..... full job details .....