Role Overview
As the Head of Complaints, you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime. You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines.
This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn. You will be responsible for resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes.
Key Responsibilities
Strategic Leadership & Team Development
Lead the Complaints Department: Set the strategic direction and objectives for the team, ensuring quality is maintained across all service lines.
Foster Growth Culture: Identify and develop future leaders through coaching and support, ensuring promotion is limited only by ability and ambition.
Drive Performance: Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency.
Stakeholder Management: Build and manage strategic partnerships across the business and champion the function at key meetings, including the Risk Committee.
Operational Excellence & Innovation
Process Redesign: Continually review and optimise complaints processes to ensure they remain scalable and offer the best possible customer journey.
Root Cause Analysis (RCA): Lead all aspects of Root Cause and Remediation activity resulting from complaints to identify systemic failures and drive long-term business improvements.
Data-Driven Insights: Confidently interpret performance data and reporting to highlight areas for change and realise cost efficiencies.
Technology Integration: Leverage in-house technology, machine learning, and AI to automate heavy lifting and enhance resolution speed.
Governance, Risk & Compliance
Regulatory Liaison: Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting to the FOS or the FCA meets DISP requirements.
Policy Ownership: Continuously redesign and re-engineer procedures to adapt to product growth and customer demand, ensuring full adherence to FCA regulations.
Conduct Risk: Proactively identify, monitor, and control conduct risk to prevent customer detriment.
Reporting: Take full responsibility for complaints data accuracy and reporting to the regulator and white-label partners.
Risk Mitigation: Ensure any identified risks are mitigated, actions are owned and delivered to plan, and drive accountability to promote a well-controlled function.
Required Qualifications
Extensive Leadership Experience: Significant experience leading teams within the financial services sector.
Regulatory Expertise: Practical knowledge of FCA regulatory requirements and DISP rules.
Strategic Influence: Proven ability to manage and influence key influencers and decision-makers.
Communication Skills: Strong communication skills, both written and verbal.
Fast-Paced Delivery: A track record of prioritising and delivering in a fast-moving, high-growth environment.
Hands-on Approach: A self-starter who is willing to dive into the details of the team's work.
Preferred Qualifications
Industry Specifics: Experience working in the motor industry or handling automotive finance complaints is highly desirable.
Fintech Background: Previous experience in a "unicorn" or rapidly scaling fintech environment.
Technical Literacy: Fluency in modern digital tools and an interest in AI-driven operational solutions.
Interview Process
1) 15 minute Online Assessment
2) 30 minute call with a member of the Talent Team
3) 45 minute Case Study Interview
4) 60 minute Onsite Interview with the Director of Complaints, Fraud and FinCrime
