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Complaints Manager at BramahHR Ltd

Position Complaints Manager
Posted 09 Aug 2026
Expired 08 Sep 2026
Company BramahHR Ltd
Location Sheffield | GB
Job Type Full Time

Job Description:

Latest job information from BramahHR Ltd for the position of Complaints Manager. If the Complaints Manager vacancy in Sheffield matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at BramahHR Ltd for the position of Complaints Manager below matches your qualifications.

Complaints Manager
Salary: £40,000 - £45,000 depending on experience
Location: Sheffield, office based
We are looking for an experienced Complaints Manager to take ownership of the complaints function within a regulated financial services environment.
This is a key role responsible for ensuring customers receive fair and appropriate outcomes, while identifying trends, managing risk and driving improvements across the wider business.
The successful candidate will:
  • Take overall responsibility for the effective management of customer complaints, ensuring they are handled fairly, accurately and within required timescales.
  • Manage complex, high-risk and vulnerable customer cases where appropriate.
  • Ensure complaint responses and outcomes meet regulatory and internal requirements.
  • Maintain and improve complaints processes, procedures and working practices.
  • Ensure Consumer Duty principles are embedded throughout the complaints journey.
  • Monitor complaint volumes, trends, root causes, resolution times and redress through effective MI and reporting.
  • Provide regular analysis and recommendations to senior stakeholders.
  • Identify recurring issues and work with relevant teams to implement corrective actions.
  • Drive improvements to processes, systems and customer journeys to reduce repeat complaints.
  • Oversee complaint-related redress and compensation, ensuring decisions are fair, consistent and appropriately documented.
  • Lead, coach and develop the complaints team, supporting performance, capability and training.
  • Build strong working relationships with teams across Compliance, Risk, Operations, Product and Finance.
  • Represent the complaints function in relevant meetings and governance forums.
  • Support regulatory reviews, information requests and other compliance activity where required.
What we're looking for
  • Significant experience managing complaints within an FCA-regulated financial services environment.
  • Strong knowledge of FCA DISP, Consumer Duty and complaints regulation.
  • Previous experience managing or leading a complaints team.
  • Strong understanding of fair customer outcomes and complaint governance.
  • Excellent analytical skills and experience using MI to identify trends and drive improvements.
  • Strong judgement and decision-making ability.
  • Excellent communication and stakeholder management skills.
  • A proactive approach to identifying risks and improving processes.
Experience of supporting regulatory reviews or audits, complaints transformation or wider change projects would be advantageous, as would knowledge of SM&CR. The successful candidate will be customer-focused, commercially aware and comfortable operating within a regulated environment, with the ability to balance customer outcomes, regulatory requirements and wider business priorities.
If this sounds like your next opportunity, we’d love to hear from you — apply today!Job Info:
  • Company: BramahHR Ltd
  • Position: Complaints Manager
  • Work Location: Sheffield
  • Country: GB

How to Submit an Application:

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Company: BramahHR Ltd | Location: Sheffield
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