Job Overview
We’re looking for a Complaints Manager to join our Client Delivery team on a 12‑month fixed‑term basis. In this role you will take ownership of investigating and resolving customer complaints, delivering fair, clear and timely outcomes for both customers and the business. You will work closely with colleagues and key partners, build strong relationships and use insight to influence positive change across Cardnet. You will also play a key role in improving how we work by identifying root causes, trends, risks and gaps within existing compliance processes and recommending improvements to reduce future complaint volumes. As the subject‑matter expert for complaints across Cardnet you will support complaints training where needed and produce accurate management information, regulatory returns and statutory submissions, including the Annual BBSI return and FCA half‑yearly returns and trial runs.
Key Responsibilities
- Conduct end‑to‑end investigation and resolution of customer complaints in line with regulatory and compliance requirements.
- Identify root causes, trends, risks and gaps within complaints and compliance processes and drive service and process improvements to reduce future complaint volumes.
- Produce accurate management information, regulatory returns and statutory submissions.
- Build strong relationships with internal stakeholders and partners, influencing positive change across the business.
Required Experience and Skills
- Minimum of 2 years’ experience acting as a complaint subject‑matter expert.
- Confirmed experience in identifying root causes, trends, risks and gaps within complaints and compliance processes.
- Experience producing accurate management information, regulatory returns and statutory submissions.
- Strong relational skills and the ability to influence positive change across the organization.
Diversity & Inclusion
We recognise that skills are developed in many ways and encourage people with relevant, transferable experience to apply. We are committed to creating an inclusive workplace where all colleagues can thrive. As a Disability Confident Leader we provide reasonable adjustments throughout the recruitment process and guarantee fair interviews to qualified applicants with a disability, long‑term health or neurodivergent condition through the Disability Confident Scheme.
Benefits
- Generous pension contribution of up to 15%
- Annual performance‑related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 28 days’ holiday, with bank holidays on top
- Range of wellbeing initiatives and generous parental leave policies
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