Complaints Policy Manager

Key Responsibilities:

• Leading, coaching and developing a team of Complaints Lead Experts, creating an environment where people can grow and deliver high-quality technical advice.
• Owning and improving our complaints policy framework, making sure processes, guidance, systems and customer communications are consistent, effective and meet regulatory expectations.
• Providing oversight and direction on complex complaint handling issues, supporting teams to make fair, well-informed decisions across different complaint types.

Requirements:

• Strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements, and can apply them to real customer situations.
• Experienced in leading, coaching and developing technical specialists, helping them build confidence and deliver great outcomes.
• Ability to see the bigger picture, using complaint data, quality insights and emerging trends to shape strategy and improve how things work.

Benefits:

• £41,300 - £52,250 + Incentive Awards tied to your performance.
• Flexible working hours and trust to work enough hours to do your job well.
• £1,000 learning budget each year to use on books, training courses and conferences.