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Complaints Manager
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
Barclay Simpson - global leaders in Compliance recruitment: https://www.barclaysimpson.com/specialisms/compliance-jobs/
This job was posted by Barclay Simpson: https://www.barclaysimpson.com/job/complaints-manager/
We seek individuals from a diverse talent pool and encourage applicants from underrepresented groups to apply to our vacancies. Our commitment to fair recruitment processes means that we welcome applicants from all backgrounds, regardless of their lived experience or personal characteristics. We also invite applicants who meet most of the listed requirements, even if not all, to apply. If you require any adjustments to the application process, please let us know.
Barclay Simpson acts as an Employment Agency for permanent positions and an Employment Business for temporary/contract engagements.
