Customer Complaints Manager

• Lead a team of complaints and QA analysts, setting clear expectations, building delivery capability, and fostering a culture of high performance, professional growth, and ethical decision making.
• Provide strategic oversight of the firm’s complaints management and prevention efforts, ensuring alignment with DISP, Consumer Duty, and client-specific requirements.
• Act as senior decision-maker for complex or high-risk complaints, including those involving potential legal, regulatory, or reputational risk.
• Promote knowledge sharing, consistency and fairness through structured QA calibrations, team coaching, and insight forums.
• Act as a role model for the organisation’s behaviours (Vision and Values).

• Ensure all complaints are investigated and resolved in accordance with DISP and client SLAs, delivering timely, transparent, and customer-focused outcomes.
• Own and apply a consistent redress framework that ensures fairness, proportionality, and regulatory defensibility of all compensation decisions.
• Monitor redress trends and escalate any systemic issues, excessive financial outlay, or root cause gaps requiring executive attention.

• Maintain end-to-end visibility of customer detriment — whether identified through formal complaints, QA reviews, or near misses — ensuring appropriate investigation, remediation, and controls.
• Oversee third line monitoring of customer interactions across 1st and 2nd line teams, identifying emerging risks and surfacing early indicators of customer detriment.
• Ensure QA scoring frameworks and monitoring methodologies are calibrated, fair, and effective in assessing compliance with policy, process, and regulatory expectations.

• Produce and present high-quality MI, RCA packs, and conduct dashboards to senior leaders, clients, and governance forums.
• Act as the firm’s subject matter expert on complaints oversight, redress governance.
• Work in partnership with Legal, Compliance, Risk, and Client Services to ensure aligned approaches to remediation and assurance.

• Lead the root cause analysis (RCA) programme for the department across complaints, QA failures, and customer escalations — identifying recurring issues and systemic risks.
• Translate RCA insight into clear recommendations for operational change, process redesign, or training uplift, and monitor the effectiveness of actions taken.
• Deliver regular thematic reporting and trend analysis to clients, senior leadership, and governance forums.

• Maintain compliance with FCA DISP timelines and internal SLA for complaint handling, with
• Deliver accurate regulatory and stakeholder reporting on time, including monthly RCA insights with >80% action closure.
• Reduce repeat complaints by 15% YoY across top root cause themes through targeted process and policy improvements.
• Sustain ≥95% QA pass rate on regulated complaints, with 100% coverage of high-risk case types and monthly thematic reviews.
• Reduce redress spend YoY
• Achieve ≥90% team engagement score and 100% completion of quarterly 1:1s, coaching, and reviews.

• Strong experience in complaints oversight, quality assurance, conduct risk, or customer remediation within a regulated environment (financial services or legal).
• Detailed working knowledge of FCA DISP, Consumer Duty, and relevant SRA or CONC rules.
• Proven experience conducting root cause analysis and driving systemic improvements based on complaint or QA insight.
• Familiarity with redress governance and compensation calculation frameworks.
• Excellent analytical and written communication skills; comfortable preparing executive-level reporting and RCA packs.
• Track record of managing or mentoring high-performing teams in customer resolution or assurance contexts.

• Experience working in or alongside contact centre operations, legal recoveries, or secured lending.
• Participation in regulatory inspections, client audits, or independent assurance reviews.
• Formal training in complaints handling, quality assurance, or vulnerable customer care.
• Experience working across 1st, 2nd, and 3rd line assurance models.

• Challenges Convention: Drives excellence through curiosity, insight and innovation. Approaches regulatory and operational complexity with a problem-solving mindset. Challenges legacy thinking to uncover faster, better and fairer ways to support customers, particularly the vulnerable. Seeks out patterns and systemic risks, using curiosity and data to shape forward-thinking solutions that go beyond minimum compliance. Embeds a culture of quality and improvement through coaching, analysis, and innovative strategy.
• Works Side by Side: Builds trust and collaboration through inclusive leadership and shared purpose. Acts as a role model of composure, emotional intelligence and fairness in high-stakes situations. Creates an environment of safety, where teams feel supported to learn, speak up, and grow. Communicates complex ideas with clarity and empathy — engaging with colleagues, clients and stakeholders as partners. Builds deep cross-functional collaboration that improves consistency and confidence across the customer journey.
• Open and Inclusive: Leads with empathy, transparency and integrity. Creates space for every voice and ensures everyone is heard, respected and able to contribute — especially in emotionally charged or high-pressure situations. Owns difficult conversations with fairness and balance. Proactively mentors across levels and functions, celebrating strengths and challenging bias. Demonstrates high ethical standards and encourages open discussion to resolve ambiguity and build better outcomes.
• Drives Sustainable Action: Takes ownership for delivering lasting, client-centred outcomes. Acts with long-term integrity — balancing risk, empathy and regulatory judgement to ensure decisions are fair, consistent and justifiable. Takes personal accountability for team performance, regulatory alignment and quality outcomes. Builds frameworks and capability that reduce future risk, strengthen customer trust, and protect the firm’s reputation. Champions self-development and enables others to grow through coaching, challenge and opportunity.

TLT