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Compliance Manager
Posted 11 days 14 hours ago by Deepstreamtech
Permanent
Not Specified
Other
London, United Kingdom
Job Description
Requirements 
- Experience in a people leadership role, with a strong background in complaints handling and resolution, preferably in a regulated industry
- You'll be a champion of our values, and encourage others to be the same
- You've managed complaints, escalations, or complex issues. You're passionate about delivering fair outcomes and continuously improving the customer experience
- You're data-driven - you can track, analyse, and report complaint trends, using insights to drive process improvements and enhance customer satisfaction
- You love to make things better, and you're a natural idea generator. You can turn those ideas into scoped pieces of work, and you've played a part in many successful projects or initiatives
- Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done
- You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business
- You're ambitious and eager to progress quickly to grow alongside the company
- You apply yourself to everything you do, recognising the difference that makes to the business
- You treat everyone with integrity, respect and kindness - whether it's your colleagues, our customers, or our partners
- We're looking for a customer-focused Complaints Manager to play a key role in shaping how we handle complaints and make a genuine impact to our customers
- As our Complaints Manager, you'll take ownership of the end-to-end complaints process, ensuring that customer concerns are handled with care, accuracy, and a customer-first mindset. Beyond managing complaints, you'll lead and guide a small team, helping them navigate complex cases and continuously improve our approach
- In this role, you'll work closely alongside our Operations Managers and report directly to our Operations Director, Devisha, to refine and enhance our complaints strategy
- We're a fast-growing business, so there will be plenty of opportunities to innovate, improve processes, and influence the way we operate as a function. If you're passionate about delivering great customer outcomes, thrive in a fast-paced environment, and turning challenges into opportunities, we'd love to hear from you!
- Act as the go-to expert for escalated customer complaints, ensuring high-stakes issues are handled with precision, empathy, and efficiency
- Keep our complaint resolution process razor-sharp and fully aligned with FCA regulations, safeguarding compliance while championing customer fairness
- You will be the key liaison with the Financial Ombudsman to ensure every customer receives a just and transparent outcome
- Deliver impactful training to upskill the team in communication, compliance, and customer empathy-turning every challenge into an opportunity for excellence
- Maintain meticulous records of all complaints and resolutions, leveraging insights to refine processes and enhance the overall customer experience. Provide regular, data-driven reports on complaint trends, root causes, and resolution effectiveness-delivering actionable insights to leadership to fuel continuous improvement
