Complaints Manager – Financial Services (Manchester)

About the role

The Complaints Manager will lead a team of complaints handlers within a medium‑sized financial services organisation based in Manchester. The role ensures compliance with FCA DISP and Consumer Duty regulations while delivering fair outcomes for customers.

Key responsibilities

• Lead, motivate and develop a team of 18+ complaints handlers and team leaders.
• Foster a high‑performance culture focused on fair customer outcomes and continuous improvement.
• Conduct coaching, performance reviews and development planning.
• Manage the end‑to‑end complaints process, ensuring compliance with FCA DISP requirements and regulatory timeframes.
• Maintain adherence to FCA regulations, Consumer Duty and internal governance policies.
• Partner with Compliance and Risk teams to identify, assess and mitigate regulatory and operational risks.
• Build and maintain relationships with stakeholders across Operations, Compliance, Risk, Sales and Customer Experience.

Required profile

• Proven success leading complaints teams in FCA‑regulated environments.
• Experience managing large operational teams of 15+ staff.
• In‑depth knowledge of FCA DISP regulations and Consumer Duty requirements.
• Strong leadership and coaching abilities.
• Ability to manage complaint‑related KPIs, SLAs, QA frameworks and regulatory deadlines.
• Highly analytical with capability to interpret trends and drive improvement.
• Excellent communication and stakeholder management skills.
• Customer‑centric approach with sound regulatory judgement.

Required skills