Senior Complaints Manager
Hybrid · London, England, United Kingdom
Job Summary
Lead a complaints management team across banking and lending products, own the end-to-end complaints process (including escalated and complex cases), and set quality frameworks to ensure fair, well-reasoned outcomes; partner with Product, Risk, Legal and Operations to drive root-cause fixes, regulatory alignment with FCA DISP and FOS considerations, and clear, actionable insights for senior leadership. This senior role emphasizes people leadership, strategic oversight of high-risk cases, and ongoing improvement of how complaints data informs product and process changes. The position operates in a hybrid London-based environment with potential international work days per year.
Required Qualifications
- Complaints experience in retail banking or fintech
- Deep knowledge of FOS, FCA DISP and consumer credit regulation
- Experience working directly with the FOS or FCA
- Hands-on experience with current accounts or consumer lending products
- Experience leading and developing teams in a complaint and conduct environment
- Track record of using complaints insight to drive real product or process change
- Confident making difficult decisions with genuine regulatory and customer consequences
- Able to influence senior stakeholders and lead change without direct authority
- Background in conduct risk, remediation or complaints policy
- Exposure to AI-assisted complaint handling or automation
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