Complaints manager Work, Jobs in West Lothian (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
1d
Operations Manager
Raeburn Training —Kirkcaldy
- £35,000 - £48,000 a year
- Full-time
- Continuous improvement
- Human resources
- In-person
- Free parking
- Health & wellbeing programme
Quick apply
7d
Service Manager
Mercedes Benz of Edinburgh —Newbridge
- Up to £60,000 a year
- Full-time
- Recruiting
- Budgeting
- In-person
- Store discount
- Annual leave
Quick apply
9d
Authorisations Caseworker
HM Revenue and Customs —Edinburgh
- £31,096 - £33,270 a year
- Part-time
- Hybrid work
- Presentation skills
- Work from home
3d
Senior Product Manager
Companies House —Edinburgh
- £53,540 - £57,250 a year
- Full-time
- Presentation skills
- Agile
- Leadership
- Annual leave
3d
Property Services Manager
Blackwood Homes and Care —Edinburgh
- £56,148 - £60,702 a year
- Full-time
- Hybrid work
- Management
- Customer service
- Microsoft Office
- Employee assistance programme
- Sick pay
6d
Learning and Development Officer - Higher Executive Officer
Government Actuary's Department —Edinburgh
- £42,127 - £51,487 a year
- Full-time
- Microsoft Office
- Presentation skills
- Continuous improvement
- Annual leave
- Employee assistance programme
1d
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
Senior Co-ordinator
Mears Group —Livingston
- Up to £35,000 a year
- Microsoft Word
- Computer literacy
- Leadership
- Employee discount
- Referral programme
Operations Manager
BidvestNoonan —Musselburgh
- £38,000 a year
- Full-time
- English
- Quality control
- Travel
Quick apply
8d
Service Manager - North East Locality Office
City of Edinburgh Council —Edinburgh
- £67,457 - £80,569 a year
- Full-time
- Recruiting
3d
Project Manager
Standard Life —Edinburgh
- Up to £72,000 a year
- Project management
- Annual leave
13d
Stakeholder Manager
BAM Nuttall —Glasgow
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Management
Customer Service & Fulfilment Manager
Walker Slater —Loanhead
- £33,000 - £38,000 a year
- Full-time
- Management
- English
- Supervising experience
Quick apply
13d
Assistant Officer - Investigation Services
HM Revenue and Customs —Gartcosh
- £28,016 a year
- Part-time
- Hybrid work
- Presentation skills
- Organisational skills
- Work from home
13d
Deputy Events Manager - Edinburgh Castle
Historic Environment Scotland —Edinburgh
- From £34,721 a year
- Weekend availability
- Microsoft Word
- Supervising experience
- Communication skills
- Annual leave
- Flexible schedule
Sales and Closing Manager
Urban Life Manchester Ltd —Bathgate
- £40,000 - £50,000 a year
- Full-time
- Hybrid work
- Quality control
- Communication skills
Quick apply
8d
Head of Digital Communications
Crown Office and Procurator Fiscal Service —Edinburgh
- £62,111 - £77,439 a year
- Full-time
- Presentation skills
- Leadership
- Analytics
- Annual leave
- Employee assistance programme
6d
Front of House Manager
Bannatyne —Livingston
- £13.60 an hour
- Weekend availability
- CRM software
- Supervising experience
- Front desk
- Annual leave
- Employee assistance programme
Mobile Contract Manager - Soft Services
BAM UK & Ireland —Kilsyth
- Weekend availability
- Business development
- Continuous improvement
- Team management

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Complaints and Investigations Manager

Policy Services Ltd
Linlithgow

Quick apply

Job details

Full-time
£32,000 - £35,000 a year
1 day 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 west lothian

Complaints and Investigations Manager

Operations Manager

Service Manager

Authorisations Caseworker

Senior Product Manager

Property Services Manager

Learning and Development Officer - Higher Executive Officer

HR & Patient Relations Manager

Senior Co-ordinator

Operations Manager

Service Manager - North East Locality Office

Project Manager

Stakeholder Manager

Customer Service & Fulfilment Manager

Assistant Officer - Investigation Services

Deputy Events Manager - Edinburgh Castle

Sales and Closing Manager

Head of Digital Communications

Front of House Manager

Mobile Contract Manager - Soft Services

I want to receive the latest job alerts for complaints manager in west lothian

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