Complaints manager Work, Jobs in Glasgow G69 (with Salaries)

Complaints and Investigations Manager
Policy Services Ltd —Linlithgow
- £32,000 - £35,000 a year
- Full-time
- Hybrid work
- Financial services
- Communication skills
- Time management
- Flexitime
- Employee discount
Quick apply
11h
Investigations Manager
Maritime and Coastguard Agency —Glasgow
- £57,515 a year
- Part-time
- Hybrid work
- Presentation skills
- Team management
- Travel
- Annual leave
- Employee assistance programme
Customer Service Team Manager
HarperCollins UK —Glasgow
- Hybrid work
- Writing skills
- Organisational skills
- Training & development
Quick apply
Locality Manager Children & Families
Right There —Glasgow
- £40,700 - £44,436 a year
- Team management
- Travel
- In-person
- Annual leave
General Manager
Innoflate —Cumbernauld
- £32,000 - £36,000 a year
- Weekend availability
- In-person
- Training & development
- Leadership
- Free parking
- Store discount
Quick apply
1d
Operational Leader
Infected Blood Compensation Authority —Glasgow
- £47,258 a year
- Full-time
- Management
- Presentation skills
- Continuous improvement
- Annual leave
9d
Assistant Officer - Investigation Services
HM Revenue and Customs —Gartcosh
- £28,016 a year
- Part-time
- Hybrid work
- Presentation skills
- Organisational skills
- Work from home
12d
Mobile Contract Manager - Soft Services
BAM UK & Ireland —Kilsyth
- Weekend availability
- Business development
- Continuous improvement
- Team management
Service Manager
HM Revenue and Customs —Glasgow
- £45,544 - £49,523 a year
- Part-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Travel
- Work from home
13d
Guest Services Manager
Glasgow Westerwood Hotel, Spa & Golf Resort —Glasgow
- Full-time
- Hotel
- Team management
- Conflict management
- Free parking
- Employee assistance programme
Quick apply
Stakeholder Manager
BAM Nuttall —Glasgow
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Management
Governance Support Manager
Criminal Injuries Compensation Authority —Glasgow
- £29,303 - £31,061 a year
- Full-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
- Annual leave
8h
HR & Patient Relations Manager
Logan practice —Wishaw
- £35,000 - £50,000 a year
- Part-time
- Microsoft Office
- Supervising experience
- Human resources
- Free parking
- Annual leave
Quick apply
Governance Support Manager
Ministry of Justice —Glasgow
- £20,001 - £40,000 a year
- Full-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
- Annual leave
- Employee discount
13h
Customer Services Support (Self Invested Pensions)
XPS Pensions Group —Stirling
- Full-time
- Communication skills
- Time management
- Employee discount
- Referral programme
6d
Assistant Manager
Innoflate —Cumbernauld
- £14.33 an hour
- Weekend availability
- In-person
- Training & development
- Leadership
- Free parking
- Store discount
Quick apply
Head of Quality, Safeguarding and Improvement
Aberlour Child Care Trust —Stirling
- £57,495 - £61,746 a year
- Annual leave
5d
Delivery Manager (UKSV)
Cabinet Office —Glasgow
- £43,760 - £47,413 a year
- Part-time
- Hybrid work
- PMP
- Presentation skills
- Communication skills
- Annual leave
14d
Complaint Handler
Nationwide Building Society —Glasgow
- From £27,500 a year
- Full-time
- Organisational skills
- Communication skills
Quick apply
Shift Manager - Coatbridge
Oak Furnitureland —Coatbridge
- £30,000 a year
- Full-time
- Continuous improvement
- Training & development
- Time management
- Free parking
- Employee assistance programme

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Complaints and Investigations Manager

Policy Services Ltd
Linlithgow

Quick apply

Job details

Full-time
£32,000 - £35,000 a year
11 hours ago

Benefits

On-site gym
Flexitime
Company pension
Private medical insurance
Employee discount
Enhanced paternity leave
Life insurance
Sick pay
On-site parking

Qualifications

Financial Conduct Authority guidelines
Stakeholder liaison
Internal department liaison
Complaint handling
Technical support
Staff training
Risk management
Management reporting
Financial services
Root cause analysis
Communication skills
Certificate in Insurance
Corporate regulatory compliance oversight
Time management

Full job description

Policy Services Limited

Job Description: Complaints & Investigations Manager

Primary Job Functions:

Policy Services, a subsidiary within the St James’s Place Group (SJP) provides

advisory and servicing to retail clients. As a result of internal promotion and

the increased regulatory pressures facing the firm, a need has arisen for a

Complaints and Investigations Manager to manage Complaints and Risk Events

within the compliance team.

Job specification:

Monitoring:

Undertake Complaints and Risk Event Monitoring tasks (e.g. root cause analysis

monitoring)

Management Reporting:

Supporting Head of Compliance with communication of regulatory and

industry changes that affect the management of Complaints to all staff.

Manage, record and review ongoing operational risks and Risk Events.

Preparation of monthly Risk Event management information.

Manage the production of all company complaint reporting and management

information in conjunction with the Head of Compliance.

Preparation of Risk Event and Complaints management information for

quarterly Risk Oversight Forum, including root cause analysis.

Collation and provision of 6 monthly Complaints MI to SJP, with Head of

Compliance oversight.

Regulatory Reporting:

Manage the collation and preparation of Complaints regulatory returns for

review and submission by the Head of Compliance.

Complaints:

Investigate and resolve complex and non- complex client Complaints within the

regulatory timeframes. Liaising with the SJP Complaints team, Financial

Ombudsman, business stakeholders, and SJP Partners as required.

Conduct a analyse root cause analysis exercise to help identify trends or

inconsistencies.

Manage complaint trends and consistencies in conjunction with the Head of

Compliance, by recommending and agreeing action with the relevant team

leaders and/or Heads of Area.

Incidents:

To record, investigate and monitor business Risk Events to resolution. Co ordinate with other PSL staff to help resolve business incidents.

Conduct a analyse root cause analysis exercise to help identify trends or

inconsistencies

Manage Risk Event trends and consistencies in conjunction with the Head of

Compliance, by recommending and agreeing action with the relevant team

leaders and/or Heads of Area

Daily tasks:

Review and resolve Complaints & Risk Event requests from any SJP Partnership

compliance team and provide the relevant information where appropriate.

Provide technical Complaints and Risk Event support and answer queries from

other PSL departments.

Maintain the PSL Complaints and Risk Event registers. Liaise with Head of

Compliance regarding the implementation of any action identified.

Monitor and resolve Compliance Helpdesk Complaints and Risk Event actions

and communications in a timely manner in accordance with departmental

standards.

Deal with other appropriate tasks as directed by Head of Compliance and the

Risk and Compliance Director.

PII Insurance – Complaints Data:

Collate Complaints data and commentary in the preparation of the renewal

application for the company professional indemnity insurance questionnaire

(prepared annually) in conjunction with the Head of Compliance.

Training:

Prepare and present annual Complaints and Risk Event training to all staff at All

Staff Meeting.

Prepare and provide ad-hoc Complaints and Risk Event training to new

members of staff.

Complaints Procedures:

Ownership and management of Complaints procedures including annual

review and ad-hoc updates in the event of regulatory or internal procedure

changes.

Salaries and Benefits:

Salary - £32,000 to £35,000 (dependent on experience and qualifications)

Hours are Monday – Thursday 9am-5pm and Friday 9am-4pm.

Non-Contributary Company Pension Scheme Available after qualifying period

Flexitime

Birthday Holiday

On Site Gym

Life Insurance Scheme

Company enhanced sick pay after qualifying period

Company enhanced maternity & paternity pay after qualifying period

Private Healthcare after qualifying period

Candidates should have the following attributes:

Clear communicator and facilitator with excellent written and verbal communication skills, excellent people skills are also required
Highly organised, strong time management skills and numeracy skills.
A high level of attention to detail
Excellent knowledge of Microsoft Office (including the use of Co-pilot)
The ability to take initiative to ensure the office operates in an efficient and compliant manner
Reliable, resourceful, conscientious, and approachable
Able to act with discretion in relation to sensitive information.
Ability to work independently when required
Ability to manage processes independently.

Education:

Educated to Scottish ‘Higher’ level (SQF6) (minimum)

Appropriate professional qualifications (e.g. CII/LIBF Certificate/Level 3 or

equivalent) preferred.

Experience:

5 years+ financial services experience essential.

Good experience of Complaints regulations, investigation and management.

Strong knowledge of financial services market and product ranges

Knowledge of FCA Rules including, DISP, Treating Customers Fairly (TCF) and

The Consumer Duty.

Knowledge of FCA Reg Data reporting system requirements (desirable)

Excellent relationship skills, a high level of interaction with key stakeholders

across the business is expected.

Please note: From the end of October 2026, our office will relocate to Callendar Business Park, Falkirk. The successful candidate will therefore be required to work from this location.

Pay: £32,000.00-£35,000.00 per year

Benefits:

Company pension
Employee discount
Enhanced paternity leave
Flexitime
Life insurance
On-site gym
On-site parking
Private medical insurance
Sick pay

Work Location: Hybrid remote in Linlithgow

Quick apply

Refine Your Search

complaints manager jobs in glasgow g69

Complaints and Investigations Manager

Investigations Manager

Customer Service Team Manager

Locality Manager Children & Families

General Manager

Operational Leader

Assistant Officer - Investigation Services

Mobile Contract Manager - Soft Services

Service Manager

Guest Services Manager

Stakeholder Manager

Governance Support Manager

HR & Patient Relations Manager

Governance Support Manager

Customer Services Support (Self Invested Pensions)

Assistant Manager

Head of Quality, Safeguarding and Improvement

Delivery Manager (UKSV)

Complaint Handler

Shift Manager - Coatbridge

I want to receive the latest job alerts for complaints manager in glasgow g69

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