Complaints Manager - #2089673

I am working exclusively with Zuto to recruit for a Complaints Manager which requires someone with strong organisational skills and a keen eye for detail to oversee and resolve customer complaints effectively. Applicants need to be aware of FCA regulations. This is a permanent position, offering the chance to contribute to the improvement of customer satisfaction and operational excellence.

Client Details

Sat in the financial services industry, Zuto is known for its customer-focused approach and commitment to improving client experiences. The company values structured processes and results-oriented professionals to drive success.

Description

• Led, motivated and develop a team of 18+ Complaints Handlers and Team Leaders, driving engagement, capability and performance.
• Foster a high-performance culture focused on delivering fair customer outcomes, accountability and continuous improvement.
• Conducted regular coaching, performance reviews and development planning to support individual and team growth.
• Managed the end-to-end complaints process, ensuring compliance with FCA DISP requirements and regulatory standards.
• Ensured complaints were thoroughly investigated, resolved fairly and completed within prescribed regulatory time frames.
• Maintained adherence to FCA regulations, Consumer Duty requirements and internal governance policies across all complaint activities.
• Partnered with Compliance and Risk teams to identify, assess and mitigate regulatory and operational risks.
• Built and maintained effective relationships with key stakeholders across Operations, Compliance, Risk, Sales and Customer Experience functions.

Profile

A successful Complaints Manager should have:

• Demonstrated success in leading complaints teams within FCA-regulated environments.
• Extensive experience managing and developing large-scale operational teams, typically comprising 15 or more colleagues.
• In-depth knowledge of FCA DISP regulations, Consumer Duty requirements and industry best practices in complaint handling.
• Strong leadership and coaching capabilities, with a proven ability to enhance performance, engagement and team effectiveness.
• Skilled in managing complaint-related KPIs, service level agreements, quality assurance frameworks and regulatory time frames.
• Highly analytical, with the ability to interpret complaint trends, identify root causes and drive continuous improvement initiatives.
• Excellent communication and stakeholder management skills, with the ability to build effective relationships across all levels of the business.
• Able to balance commercial priorities with regulatory obligations and fair customer outcomes.
• Customer centric approach combined with sound regulatory judgement and decision-making skills.

Job Offer

• A competitive salary of £40,000
• Comprehensive benefits package to support your professional and personal needs.
• Opportunities for professional development and career progression.
• A collaborative work environment in the financial services industry.
• EAP scheme