Complaints Manager, London – Hybrid

Specialist Bank

£45,000 – £55,000 plus bonus

On behalf of an established specialist bank, we are looking to appoint a new Complaints Manager. You will be the SME for all complaint related matters for customers and manage a small team. This is a great opportunity to continue the development and implementation of a first-class complaints handling framework. You should be an experienced Complaints handler in motor finance, consumer credit or retail banking sectors.

Your Responsibilities

  • To manage and coordinate the end to end complaint process in line with regulatory requirements and timeframes.
  • Take responsibility for meeting all productivity and quality SLAs
  • Management of the Complaints Team, responsible for training and development of direct reports
  • Coordinate the Root Cause Analysis of complaints, make recommendations to improve the process and develop best practices.
  • Act as an SME for all complaint related matters
  • To liaise and communicate with the Financial Ombudsman’s Service
  • To provide recommendations on outcomes of all complaints investigated
  • Regular reporting of complaint activity to key stakeholders to ensure an appropriate customer outcome
  • Focus on the continuous development and implementation of an efficient and effective complaints handling framework
  • Maintain and update complaint handling procedures as required


  • Experience in complaint handling in motor finance, consumer credit, or retail banking sectors.
  • Previous experience in liaising with Regulators
  • Experience in leading and managing a team
  • Deep knowledge of the FCA’s rules, guidance and requirements in relation to DISP.

For more information contact Catherine 01279713900