Complaints Manager

Complaints Manager (FCA-Regulated)

Circa £50,000 + Great Benefits Package

Sheffield

Role Purpose

CCR Recruitment is supporting a client we have a great relationship which is excelling in their field. We are looking to bring onboard an experienced Complaints Manager. You must have financial service experience, and you will be accountable for the end-to-end management of FCA regulated complaints, ensuring good customer outcomes, regulatory compliance, and effective remediation in line with FCA DISP, Consumer Duty, and internal risk frameworks.

The role provides senior leadership to the complaints function, acting as a customer advocate while safeguarding the organisation against conduct, reputational, and regulatory risk. Complaints insight is leveraged as a key control and improvement mechanism across the business.

Regulatory & Governance Context

• Operates within the FCA complaints framework (DISP).
• Supports delivery of Consumer Duty (Principle 12), with a focus on fair value, customer understanding, and customer support.
• Contributes to conduct risk management and operational resilience.
• Works closely with Compliance, Risk, and Legal functions.
• May support or feed into SMF16 / SMF17 responsibilities (depending on firm structure).

Key Accountabilities

Leadership & FCA-Compliant Complaints Handling

• Lead and develop a complaints team to deliver timely, fair, and evidence-based complaint outcomes in line with DISP timeframes and standards.
• Ensure complaints are handled with appropriate empathy, clarity, and transparency, particularly where customer detriment is identified.
• Act as escalation owner for complex, vulnerable customer, high-risk, or high-impact complaints.

Regulatory Compliance & Consumer Duty

Ensure compliance with:

• DISP complaint definitions and categorisation
• Eight-week resolution requirements
• Final response standards and signposting obligations
• Redress, compensation, and root cause expectations
• Embed Consumer Duty into complaints handling, ensuring outcomes evidence:
• Fair and proportionate redress
• Effective customer support

Customer Remediation & Redress Oversight

• Own the governance of complaint-related remediation and compensation decisions.
• Ensure redress is fair, consistent, and aligned to FCA guidance and internal authorities.
• Manage complaints-related budgets, including goodwill and compensation spend, with strong financial controls.
• Support large-scale remediation or past-business-review activity where required.

Skills, Knowledge & Experience

Essential

• Extensive experience managing FCA regulated complaints in financial services.
• Strong working knowledge of FCA DISP, complaint lifecycle management, and regulatory reporting.
• Practical experience embedding Consumer Duty within complaints handling and outcome testing.
• Proven leadership experience in regulated contact centre or customer operations environments.
• Analytical skills, with the ability to translate MI into actionable conduct and customer insights.
• Strong judgement and decision-making capability in complex or ambiguous complaint scenarios.

Desirable

• Experience supporting regulatory reviews, audits, or thematic work.
• Involvement in complaints transformation.
• Understanding of SMCR accountability frameworks.

Key Competencies

• Customer advocacy and ethical decision-making
• Regulatory judgement and risk awareness
• Strategic leadership and influence
• Data-led insight and continuous improvement
• People development and coaching
• Change leadership in regulated environments