Senior Complaints Manager - Financial Services

Senior Complaints Officer – Financial Services

Location: London
Working pattern: Hybrid – 1 day working from home per week
Salary: Competitive, depending on experience
Sector: Financial Services / Banking

Morson Edge are recruiting for a Senior Complaints Officer on behalf of our client, a well-established, relationship-led private and commercial bank.

This is an excellent opportunity for an experienced complaints professional to join a small, close-knit team where you will have real ownership of your work and direct exposure to clients and senior stakeholders.

Our client is looking for someone who can hit the ground running. This is a genuinely hands-on senior role for someone who is confident managing complaints independently from start to finish, without requiring significant training or day-to-day supervision.

The Role

As Senior Complaints Officer, you will take ownership of a caseload from the initial complaint through to investigation, resolution and final response.

You will be responsible for getting to the heart of each issue, speaking directly with clients and stakeholders, gathering the relevant information, identifying root cause and producing clear, accurate and well-reasoned written responses.

This is not a role where you’ll simply manage a process from behind a desk. You’ll need to be comfortable picking up the phone, having challenging conversations and actively getting involved in resolving issues.

You’ll work closely with the Complaints Manager and Compliance Manager, while being trusted to manage your own workload and make sound decisions independently.

Key Responsibilities

• Manage complaints through the full lifecycle, from receipt to final response.

• Independently manage and prioritise your own caseload in line with regulatory requirements and internal SLAs.

• Investigate complaints thoroughly and establish the facts and root cause.

• Speak directly with clients, including handling challenging or sensitive conversations.

• Liaise with stakeholders across the business to obtain information and resolve issues.

• Produce high-quality investigation reports and final responses.

• Ensure complaints are managed in accordance with FCA requirements, internal policies and procedures.

• Apply knowledge of FCA DISP, Consumer Duty and vulnerable customer requirements.

• Manage queries and requests received through the complaints mailbox.

• Identify recurring issues, trends and opportunities for process improvement.

• Support complaint MI and regulatory reporting.

• Maintain accurate records of investigations, outcomes and remedial actions.

• Provide complaints expertise and support across projects, system changes and testing.

• Work closely with Compliance and teams across Private Banking, Commercial Banking, Investment Management and Client Support.

About You

We’re looking for an experienced complaints professional who is comfortable working autonomously and taking ownership.

You’ll ideally have:

• Strong experience managing complaints end-to-end.

• Experience within financial services or another regulated environment.

• Strong knowledge of complaints regulation, ideally including FCA DISP and Consumer Duty.

• Excellent written communication skills and experience producing detailed complaint responses or investigation reports.

• Confidence dealing with clients over the telephone, including challenging conversations.

• Strong investigative, analytical and problem-solving skills.

• Excellent attention to detail and accuracy.

• The ability to manage a busy caseload and prioritise effectively.

• Strong stakeholder management and communication skills.

• A proactive approach and the ability to work with minimal supervision.

• The confidence to use your judgement and make decisions independently.

What backgrounds will we consider?

Financial services experience is highly desirable, particularly candidates from:

• Banking

• Private Banking

• Wealth Management

• Investment Management

• Financial Services

However, our client is also open to strong complaints professionals from other regulated industries, provided you have demonstrable experience managing complex complaints independently.

Banking experience would be a significant advantage.

The Opportunity

This is an opportunity to join a smaller, relationship-led financial services business where your work will genuinely make a difference.

You’ll be joining a compact team at an exciting point of development, with further growth planned. The environment is hands-on and collaborative, and you’ll have the opportunity to work closely with senior stakeholders across the business.

If you’re an experienced complaints professional who enjoys taking ownership, solving problems and getting things done, we’d like to hear from you.

Interested?

Morson Edge are managing the recruitment process on behalf of our client.

If this sounds like the right opportunity for you, please apply with your CV and a member of the Morson Edge team will be in touch to discuss the role in more detail.

Morson Edge is an equal opportunities employer.