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
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This job was posted by Barclay Simpson: https://www.barclaysimpson.com/job/complaints-manager/