Complaints Policy Manager

Job not on LinkedIn

🔥 1 hour ago

🇬🇧 United Kingdom – Remote

💵 £41.3k - £52.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 1%

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• Just posted.
• Jobs at this company usually fill in 21 days.

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By Referrals Only

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💼 Consulting

📣 Marketing

📚 Education

Consulting • Marketing • Education

By Referrals Only is a business system designed to help professionals grow their businesses through referrals. Founded by Joe Stumpf, it offers a comprehensive program that includes coaching, certification courses, and various tools for marketing such as email and social media strategies. The company has established a community aimed at connecting members and providing ongoing support to enhance referral-based business practices, especially in the real estate sector.

📋 Description

• Lead, coach and develop a team of Complaints Lead Experts • Own and improve the complaints policy framework, including processes, guidance, systems and customer communications • Provide oversight and direction on complex complaint-handling issues • Use quality assurance, Financial Ombudsman Service outcomes and escalations to identify root causes and drive improvements • Partner with Product, Legal, Risk, Compliance and Operations leaders on policies, frameworks and operational changes • Lead responses to regulatory developments, audits and compliance reviews • Oversee regulatory disclosures, legal escalations and third-party engagement

🎯 Requirements

• Strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements • Experience leading, coaching and developing technical specialists • Ability to use complaint data, quality insights and emerging trends to shape strategy and improve operations • Experience managing regulatory governance, control frameworks, audits and regulatory requirement changes • Ability to build relationships across teams and influence senior stakeholders • Ability to translate complex regulatory information into clear, practical guidance • Ability to balance strategic priorities with day-to-day operational challenges • Commitment to fair customer outcomes and improving complaint handling

🏖️ Benefits

• Incentive Awards tied to your performance • Flexible working hours • £1,000 learning budget each year for books, training courses and conferences • MacBook provided to all employees • Extra support for fully remote workers’ work-from-home setup • Additional benefits listed by the employer

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