Complaints Function Manager
| Posting date: | 08 October 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 07 November 2025 |
| Location: | Edinburgh, EH12 1HQ |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00265067 |
Summary
Join us as a Complaints Function Manager
If you’re customer focused and looking for a role where you can make a genuine impact on our customers, we’d like to hear from you
We’ll look to you to leverage AI technologies to streamline workflows, enhance team efficiency, and drive consistency across customer experience initiatives
Leading a team dedicated to providing excellent service and fair outcomes for our customers, you’ll drive excellence in customer care and complaint handling standards
It’s an opportunity to gain recognition across the bank, as you’ll be seen as a specialist contact, consultant and subject matter expert for complaint handling and customer care
In this role you'll be required to work from the office six days each month
What you'll do
As a Complaints Function Manager, you’ll provide strategic leadership and direction for complaints and customer care, developing the capability of your team to deliver sustainable operational excellence, regulatory compliance, continuous improvement, robust data and the effective management and deployment of people, systems and infrastructure.
You’ll be leading a team of complaint handlers to meet FCA and FOS regulatory standards, delivering Consumer Duty principles and driving continuous improvement initiatives to proactively identify and reduce harm scenarios, enhance customer outcomes, and strengthen operational resilience.
Your key responsibilities will also include:
Fostering a high-performance culture, aligning cross-functional efforts to successfully deliver key business objectives, drive operational excellence, and embed continuous improvement
Collaborating with stakeholders to support customers and colleagues while safeguarding the bank’s integrity in a fast-paced, highly regulated environment
Leading projects on time and within scope, driving measurable improvements and enhancing operational efficiency across cross-functional teams
Building and maintaining strong working relationships with key stakeholders across business franchises to support the continuous improvement of complaint handling and customer care activity
Developing a clear strategic vision for complaints and customer care based on current and longer-term commercial priorities
Supporting the development of future complaint and customers in vulnerable situations operating models
Overseeing the provision of advice regarding compliance with bank policy and the Ombudsman or regulator requirements in order to prevent regulatory censure and reputational damage
The skills you'll need
We’re looking for someone with experience, gained at a senior level, in customer service from within a complex financial services organisation. Additionally, you’ll need strong interpersonal and communication skills that evidence strong leadership and people management and the ability to influence senior executives.
You’ll also demonstrate:
An extensive understanding of the regulatory environment for complaint handling and customer care of large, complex financial services organisations
Working knowledge of key regulators, financial services legislation and regulations
Strong analytical and problem-solving skills and the ability to use information to generate creative solutions to benefit the business
An in-depth understanding of our processes, regulations, policies and systems