Complaints Manager

Regulated Complaints Manager

Manchester (Hybrid)
£45,000 - £50,000 + bonus

Overview

A growing consumer finance business is seeking a complaints professional to take ownership of its regulated complaints activity, working closely with Risk & Compliance.

This is a newly created role designed to introduce greater structure, oversight, and insight into complaints handling, while supporting engagement with the Financial Ombudsman Service.

Key Responsibilities

• Provide day-to-day oversight and direction of regulated complaints activity
• Support handling of complex and escalated cases
• Act as a key contact for FOS-related queries and case discussions
• Interpret complaints data to identify themes, trends and areas of concern
• Deliver clear, structured insight to senior stakeholders
• Support the development of more consistent processes and reporting
• Challenge outcomes where required to ensure fair and balanced decisions

Candidate Profile

• Experience within regulated financial services (complaints or compliance)
• Understanding of DISP requirements and FOS processes
• Strong ability to interpret data and perform root cause analysis
• Confident communicator with the ability to influence and challenge
• Experience presenting insight to senior stakeholders
• Comfortable operating in a hands on, developing environment

Desirable

• Experience dealing directly with FOS cases or disputes
• Background in consumer credit or broker environments