Complaints Team Manager – Wealth Management

About the role

Join our London office as a Complaints Team Manager and lead the handling of client concerns within a regulated wealth‑management environment. You will oversee day‑to‑day complaints processes, produce critical reporting for internal and regulatory stakeholders, and drive change initiatives that enhance our operations.

Key responsibilities

• Support day‑to‑day complaints management.
• Produce regular and ad‑hoc reports for internal and regulatory audiences.
• Maintain the complaints procedure and related documentation.
• Quality‑check complaint records and data.
• Lead change activities to improve processes.
• Support administration of the complaint‑handling software.

Required profile

• Proven experience managing complaints in a regulated environment, preferably within wealth management.
• Strong knowledge of UK, Channel Islands and Irish regulatory frameworks.
• Track record of successfully delivering change projects.
• Advanced Excel skills with the ability to analyse data and translate findings into actionable recommendations.
• Excellent organisational skills, meticulous attention to detail and ability to thrive under pressure.

Required skills

• Advanced Excel.
• Microsoft Office suite (Word, PowerPoint, Outlook).

What we offer

• A comprehensive Total Rewards Programme including bonuses, flexible benefits and competitive compensation.
• Leadership support through coaching and development opportunities.
• Opportunity to work with leading professionals in a dynamic, collaborative, high‑performing team.