Bruin
Complaints Team Leader
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Complaints Team Leader
Location: Manchester
Salary: Competitive
Working Pattern: Hybrid
About the Role
We are looking for an experienced Complaints Team Leader to join a busy financial services operations team in Manchester.
This is a hands-on leadership role, combining complaints oversight, operational management, regulatory compliance, and continuous improvement. You will be responsible for ensuring complaints and operational issues are investigated and resolved effectively, while maintaining high standards of client service and regulatory compliance.
Key Responsibilities
- Lead and oversee the day-to-day management of complaints and operational queries, ensuring issues are investigated, resolved, and escalated appropriately.
- Provide oversight of operational activity to ensure client service standards, quality measures, and regulatory requirements are consistently met.
- Analyse complaints, incidents, and operational data to identify trends, root causes, and opportunities for process improvement.
- Review and maintain procedures, controls, and working practices to support a robust and compliant operating environment.
- Support the Operations Manager with daily workflow management, prioritisation, and allocation of work across the team.
- Coach, train, and develop team members, supporting performance and continuous professional development.
- Act as a key escalation point for complex complaints, operational issues, and client-related queries.
- Support internal and external audits, periodic reviews, and regulatory activity.
- Ensure work is completed in line with relevant financial services regulations, including CASS, COLL, COBS, DISP, GDPR, and Consumer Duty.
- Work closely with internal stakeholders and operational teams to drive service improvements and reduce recurring complaints and issues.
- Identify opportunities to utilise digital and AI-enabled tools to improve efficiency, quality, and customer outcomes.
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About You
We're looking for someone with:
- Previous experience within financial services operations, complaints, client services, or transaction processing.
- Experience leading, supervising, or overseeing a team within a regulated environment.
- Strong understanding of complaints handling, investigation, escalation, and regulatory requirements.
- Knowledge of financial services regulation such as DISP, CASS, COLL, COBS, GDPR, or Consumer Duty would be highly beneficial.
- Strong analytical and problem-solving skills, with the ability to identify root causes and implement practical solutions.
- Excellent communication and stakeholder management skills.
- The confidence to manage complex issues and act as an escalation point for colleagues and clients.
- A proactive approach to process improvement, quality, and operational risk.
- An interest in developing and using AI and digital tools within an operational environment.
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A degree is beneficial but not essential; relevant financial services experience, training, and practical knowledge will be equally valued.
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