Complaints Manager
BramahHR Ltd
Salary: £40,000 - £45,000 depending on experience
Location: Sheffield, office based
We 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 performance, capability and training.
- Build strong working relationships with teams across Compliance, Risk, Operations, Product and Finance.
- Represent the complaints function in relevant meetings and governance forums.
- Support regulatory reviews, information requests and other compliance activity where required.
- Significant experience managing complaints within an FCA-regulated financial services environment.
- Strong knowledge of FCA DISP, Consumer Duty and complaints regulation.
- Previous experience managing or leading a complaints team.
- Strong understanding of fair customer outcomes and complaint governance.
- Excellent analytical skills and experience using MI to identify trends and drive improvements.
- Strong judgement and decision-making ability.
- Excellent communication and stakeholder management skills.
- A proactive approach to identifying risks and improving processes.
If this sounds like your next opportunity, we’d love to hear from you — apply today!
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