Senior Complaints Manager

🕒 June 5

🏢🏡 London – Hybrid

💵 £55k - £67.5k / year

⏰ Full Time

🟠 Senior

👔 Manager

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British Business Bank

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

💸 Finance

🤝 B2B

☁️ SaaS

Finance • B2B • SaaS

British Business Bank is a government-owned development bank based in the UK that focuses on improving access to finance for smaller businesses. It offers a variety of financial products and services, including start-up loans, equity finance, and debt finance programs designed to support business growth and innovation across the UK. The bank partners with a range of financial institutions to create funding opportunities and provide expert guidance in navigating the business finance landscape.

📋 Description

• Play a pivotal role in shaping and leading the complaints function • Ensure customers receive fair, timely and effective outcomes • Drive continuous improvement across the organisation • Take ownership of the end-to-end complaints framework • Ensure compliance with FCA regulations • Use complaint insights to identify emerging risks, trends and opportunities • Prepare and present high-quality reports and recommendations to senior stakeholders • Lead and develop a team, creating a supportive environment

🎯 Requirements

• Significant experience of managing complaints within an FCA-regulated financial services environment • Genuine commitment to delivering good customer outcomes • Comfortable interpreting complex regulatory requirements • Ability to translate complaint data into meaningful insight and practical recommendations • Experience working with the Financial Ombudsman Service and producing governance reporting within a regulated financial services environment

🏖️ Benefits

• 30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday • 15% employer pension contribution, discretionary bonus scheme • Flexible working, cycle to work scheme, healthcare cash plan and life assurance • Paid voluntary days, maternity, adoption, and shared parental leave • Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology and plenty more