Customer Support Manager (Regulatory Complaints Focus) Full Time NEW

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Customer Support Manager (Regulatory Complaints Focus)

Location: Remote with travel as required

We’re looking for an experienced Customer Support Manager to lead our complaints function across both regulatory and non-regulatory cases.

This is a high-impact role where you’ll shape how we handle customer concerns end-to-end, driving better outcomes, improving processes and ensuring we meet all regulatory obligations.

You’ll lead a team of 7 (with 5 direct reports), and while this role covers all complaints, a strong background in regulatory complaints is essential. You’ll act as our in-house expert, leading on complex cases, ombudsman interactions and regulatory compliance.

What You’ll Be Doing

• Leading and developing a team responsible for all customer complaints
• Acting as the regulatory complaints expert across the business
• Managing escalations, including Financial Ombudsman Service cases, and TMO cases.
• Using MI and root cause analysis to drive real business improvement
• Ensuring compliance with FCA/DISP requirements (or equivalent)
• Partnering with key stakeholders to improve customer journeys and reduce complaints

What We’re Looking For

• Proven experience in regulatory complaints handling within a regulated industry
• Strong knowledge of FCA, FOS, DISP (or similar frameworks)
• Experience managing complex, high-risk complaints and escalations
• A confident leader who can influence at senior levels
• Analytical mindset with a focus on continuous improvement

Why Join Us

• Opportunity to lead a function with real visibility and impact
• Shape how we deliver fair customer outcomes
• Be the go-to expert on regulatory complaints in a growing, evolving team

Core Benefits

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing

• Eyecare vouchers to help cover vision care needs
• Smart Health – 24/7 access to GP services to support your mental and physical wellbeing
• Dental insurance for everyday dental care and unexpected treatments
• Optional critical illness cover for peace of mind during life’s most challenging moments

Financial Wellbeing

• MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
• Free will writing services to help plan for the future
• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle

• Discounted gym memberships to support an active lifestyle
• Travel insurance to help you explore with confidence
• Access to home and technology vouchers
• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

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