Complaints Manager

Join Funding Circle, a fintech company on a mission to support small businesses in the UK. As a Complaints Manager, you will lead the day-to-day operations of the complaints team, manage and develop a team of complaints officers, and act as the escalation point for complex complaints. You will also develop and implement strategies specific to complaints operations and partner with teams across the business to address recurring customer issues.

• Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines.
• Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output.
• Act as the escalation point for complex, sensitive, or high-impact complaints, making fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations.