Job Title: Complaints Policy Manager
Employer: By Referrals Only
Job Type: Remote
Location: United Kingdom
Salary/Rate: £41.3k – £52.3k / year
UK Visa Sponsorship: Not Available

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Description

• Manage and strengthen the complaints management function, ensuring customers receive fair and consistent resolutions.

• Supervise and mentor Complaints Lead Experts, promoting professional growth and high performance.

• Develop and maintain complaint-handling policies, procedures, systems and customer communication standards.

• Provide guidance on difficult complaints and oversee cases requiring specialist attention.

• Analyse complaint trends, quality assessments and Financial Ombudsman Service decisions to identify weaknesses and improve service delivery.

• Collaborate with Legal, Risk, Compliance, Product and Operations teams to implement effective policies and operational improvements.

• Ensure the organisation responds appropriately to regulatory changes, audits and compliance requirements.

• Oversee regulatory reporting, legal matters and relationships with external organisations.

Responsibilities

• Lead, motivate and develop a team of complaints specialists.

• Review and improve complaint-handling procedures and operational standards.

• Provide direction on complex customer complaints and escalated cases.

• Monitor complaint data, quality reviews and customer outcomes to identify recurring issues.

• Investigate the causes of complaints and implement corrective actions.

• Work with senior stakeholders to improve compliance and operational performance.

• Coordinate responses to regulatory reviews, audits and policy changes.

• Manage regulatory disclosures, legal escalations and third-party communications.

• Ensure complaint resolution processes promote fairness, transparency and customer satisfaction.

Requirements

• Strong understanding of UK financial services complaint regulations, particularly the FCA’s DISP rules and Financial Ombudsman Service requirements.

• Proven experience managing, mentoring and developing specialist teams.

• Ability to interpret complaint data and quality reports to guide business decisions.

• Experience overseeing regulatory compliance, governance frameworks, audits and internal controls.

• Excellent stakeholder management and relationship-building skills.

• Ability to explain complex regulatory requirements in clear, practical terms.

• Strong strategic thinking, problem-solving and decision-making abilities.

• Capacity to manage long-term improvement projects alongside daily operational demands.

• Commitment to customer protection, fair treatment and continuous improvement.

Benefits

• Performance incentives: Additional rewards linked to individual performance.

• Flexible working: Adaptable working hours to support work-life balance.

• Learning allowance: £1,000 annual budget for professional training, books and conferences.

• Work equipment: Company-provided MacBook for employees.

• Remote working support: Additional assistance towards setting up a suitable home workspace.

• Additional benefits: Access to other employee benefits provided by the employer.

How to Apply;

Interested and qualified candidates should:
Click here to apply online for this job

Disclaimer

Author: Simon RobertEasyInfoBlog is a multi-author blog. We have experts and professionals in various fields who share their ideas and expert knowledge to help you with your daily information needs. Thanks for reading!