Complaints Case Manager
SKILLS
FULL DESCRIPTION
Complaints Case Manager
[Employer hidden — sign up to reveal], part of [Employer hidden — sign up to reveal], is hiring a Complaints Case Manager for a 12-month fixed term contract. Field-based aligned to your nearest local office in Birmingham.
About [Employer hidden — sign up to reveal]
[Employer hidden — sign up to reveal], part of the [Employer hidden — sign up to reveal], is one of the UK’s leading independent financial planning and wealth management organisations. We’re dedicated to empowering people to take control of their financial future.
The Role
Our Client Resolution Team plays a vital role in ensuring clients feel supported and valued. As a Complaints Case Manager, you will help shape fair and positive outcomes for clients.
Key Responsibilities
- Manage, investigate and resolve regulated client complaints relating to [Employer hidden — sign up to reveal] and its subsidiaries.
- Act as a first point of contact for complaint‑related matters.
- Apply complaints handling policy and procedures consistently.
- Prepare and coordinate redress calculations and obtain approvals.
- Liaise with the Financial Ombudsman Service and report outcomes.
- Produce reports and highlight improvement opportunities.
- Support MI and routine reporting.
- Identify themes and trends for process enhancements.
- Build strong relationships with internal teams.
What You’ll Bring
- Strong background in complaints handling within a regulated environment (typically 3+ years).
- Solid understanding of the UK regulatory framework and FCA DISP rules.
- Financial services qualifications (e.g. Diploma in Financial Services) are beneficial.
- Experience preparing redress calculations and working with advisory firms is advantageous.
- Confident communication skills.
- Highly organised and proactive.
- Commitment to continuous improvement.
Benefits
- 25 days Annual leave plus bank holidays and Christmas closure.
- Excellent company pension scheme.
- Agile and family friendly working arrangements.
- Company sick pay.
- Enhanced maternity, paternity and adoption pay.
- Up to 40% discount on [Employer hidden — sign up to reveal] Insurance & Investment products.
- £465 towards home office equipment.
- Group Life Assurance Scheme: 8 x salary.
- Access to Benefit Hub.
- Health benefits including eye care vouchers, flu vaccinations, etc.
- Voluntary flexible benefits platform.
- Support with professional exams.
- Charity Days and Company Events.
We do not accept unsolicited CV submissions from agencies. [Employer hidden — sign up to reveal] is committed to inclusion and diversity.
Location: Birmingham, West Midlands, United Kingdom. Job reference: 153401 CCM 12mFTC. Apply via Quick Apply link.