Complaints Manager

**Location**: London E8 (hybrid - split between work from home with at least with 50% travel to London office)

**Type**: Hybrid, part time (3 days per week)

**Salary**: £34000 per annum (pro-rata)

**Why work for Fair Finance**
- We will give you the environment where you can genuinely put clients before profits and make a difference in our clients’ lives.
- We are a growing and diverse organisation full of people who understand the balance between achieving business objectives and our social mission.
- We understand that work life balance is important and actively promote a positive, supportive working environment.
- We are currently working on a an hybrid pattern.
- Our Head Office is in a shared workspace in Dalston, East London, housing more than 300 creative businesses, social enterprises, and charities.

**About the role**

Fair Finance is regulated by the FCA and the Complaints Manager will be responsible for day-to-day aspects of all the business' complaints activities. You will be responsible for helping us consistently deliver an award-winning service that puts the fairtreatment of customers at the heart of the business.

As the Complaints Manager, you will lead the Complaints function, engaging with customers, colleagues, and senior management, to ensure delivery of fair customer outcomes in adherence with FCA regulations.

In this role you will:

- Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with our policy, procedures and FCA regulations.
- Own the end-to-end process for regulated complaints, including the complaints investigation, handling, and FOS casework
- Plan and manage workload to keep up with timescales and avoid regulatory breaches
- Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence
- Own the root cause analysis process and create transparency across the business
- Drive change by ensuring complaints data is easy to access and understandable and that our teams are aware of its importance
- Analyse complaints data and provide guidance on how we can drive improvement
- Work closely with the other functions such as Customer Service, Collections, Underwriting and Payments, making sure that the relevant data and insights are shared in a timely manner across the organisation
- Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level

We see this as a great opportunity for someone who can work independently and wishes to develop a career within a growing compliance function and ambitious business.

**About you**

To be a successful in this role you will be committed to Fair Finance’s mission and excited by the challenge of revolutionising financial services to ensure everyone has a fair chance. You will be the kind of person who wants to work and build a career ina social business and in a company with social purpose.

People who are successful at Fair Finance demonstrate a desire to take responsibility, have strong integrity and diligence in their work. They also thrive in complex and fast-moving businesses.

**You will have**:

- A passion for Fair Finance’s vision and mission of serving excluded communities
- Experience of working in a complaints or compliance role at an FCA regulated firm or regulatory body
- Strong administrative and organisational skills
- A calm and professional attitude, capable of dealing with senior management and board members
- A self
- starter attitude and are prepared to work innovatively to get things done
- A willingness to ask questions and learn quickly on the job
- An attention to detail and a process orientated mind
- Excellent interpersonal, verbal, and written communication skills

**About Fair Finance Fair Finance is a social business with ambitious plans to revolutionise financial services to give everyone a Fair chance. We are a community finance organisation whose mission is to design and deliver financialservices that improve financial well-being and have a positive impact on our clients. Over the last 10 years we have helped over 50,000 people access better, fairer, and more affordable finance and saved nearly 8,000 people from eviction withtimely debt advice. In that time Fair Finance has grown from one office in East London to a national leader delivering our services through branches in London and remotely, online and on the phone, across the country.