Complaints Manager

About the role

This is an exciting opportunity for a Complaints Manager to oversee and enhance the complaints‑handling process in a customer‑focused environment. The role requires a strong understanding of financial services or other regulated industries and a commitment to delivering excellent service to customers.

Key responsibilities

• Manage the end‑to‑end complaints process, ensuring timely and effective resolution.
• Maintain compliance with relevant financial‑services regulations and standards.
• Analyse complaint trends to identify improvement areas and implement solutions.
• Collaborate with internal teams to ensure consistent responses and outcomes.
• Prepare detailed performance reports for senior management.
• Provide training and guidance to staff on complaints‑handling procedures.
• Act as the main point of contact for escalated and complex complaints.
• Ensure a customer‑centric approach throughout the complaints process.

Required profile

• Experience in complaints management within the financial services industry.
• Thorough understanding of relevant regulations and compliance requirements.
• Strong analytical skills to identify trends and propose improvements.
• Excellent written and verbal communication skills.
• Ability to manage and resolve complex complaints effectively.
• Proactive approach to problem‑solving and process enhancement.

Required skills

What we offer

• Competitive salary of £40,000 per year.
• Permanent, onsite position based in Manchester.
• Opportunities for professional growth within the financial services sector.
• Supportive and inclusive company culture.
• Comprehensive training to support success in the role.