Complaints Manager

About This Opportunity

We are representing a confidential fintech organization based in London that is making a measurable impact in their sector. Our talent team is searching for an experienced Complaints Manager to lead a high-performing complaints function within a fast-paced, data-driven environment.

This is a hybrid role requiring three days per week in the London office. You will have the autonomy to drive meaningful change while working within the governance framework of a regulated financial services business.

Responsibilities

• Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines
• Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews
• Act as the escalation point for complex, sensitive, or high-impact complaints, making fair, evidence-based decisions consistent with FCA DISP, GDPR, and Financial Ombudsman Service expectations
• Manage risk registers and risk tickets to proactively mitigate potential issues
• Develop and implement strategies, policies, and procedures specific to complaints operations
• Partner with teams across the business to fix recurring customer issues at the source
• Identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeholders
• Identify opportunities to use AI responsibly throughout the complaint handling journey

What We're Looking For

• Experience managing a complaints team, ideally within fintech, banking, or financial services
• Proven ability to drive strong performance through coaching, mentoring, and identifying development opportunities on both individual and team levels
• Strong practical knowledge of FCA DISP and the Financial Ombudsman Service complaints process
• Experience personally managing complex escalations
• A strong track record of using complaint data to identify trends, improve processes, and confidently present insights to stakeholders at all levels
• Ability to proactively identify ways to use generative AI to streamline daily tasks and improve personal productivity
• Confidence using approved AI tools safely and effectively to enhance output

How We Work With You

When you apply through Get A Job.ai, one of our recruiters will conduct an initial screening to understand your background and career goals. If there is a strong mutual fit, we will submit your profile to our client for consideration. Please do not contact the client directly, as all applications must be coordinated through our recruitment team to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process with our recruitment team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We encourage applications from candidates of all backgrounds and experiences.