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 Details

Our 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.

Description

• Support 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 dashboards and management information (MI) to monitor trends, key risk indicators, and overall complaints performance.
• Deliver structured insights and reporting for senior leadership and board-level forums, highlighting trends, customer risks, and recommended actions.
• Use complaints data and FOS outcomes to identify control gaps, process weaknesses, and conduct risks, driving continuous improvement across the business.

Profile

A successful Regulated Complaints Manager should have:

• Demonstrates strong regulatory knowledge and investigative expertise, with meticulous attention to detail.
• Confident in challenging and influencing decisions, providing independent regulatory judgement when required.
• Skilled in problem-solving and analysis, with the ability to interpret complaints data and identify systemic risks.
• Capable of delivering timely, accurate, and defensible decisions with minimal supervision.
• Highly organised, able to manage multiple complex complaints and meet regulatory deadlines efficiently.
• Excellent stakeholder management, building strong relationships across Compliance, Risk, Operations, and Customer teams.

Job Offer

• Competitive salary ranging from -45,000 to -50,000 per annum.
• 25 days of holiday leave, providing ample time to recharge.
• Yearly performance bonus to reward your contributions.
• Hybrid working model offering flexibility and balance.