Complaints Manager (12m FTC)

An exciting opportunity has arisen within our Complaints Team for a dedicated and experienced Complaints Manager.

We’re looking for someone who will lead, motivate and develop the Society’s Complaint function to ensure they achieve departmental and company objectives through adherence to regulation and the Society’s complaint handling principles and values, whilst delivering good outcomes, exceptional customer service and experience at all times to our customers.

What you’ll be doing:

• Lead, inspire, and develop the Complaints Team to ensure all formal complaints are investigated and resolved efficiently, fairly, and in line with FCA and internal requirements.
• Drive departmental and business performance through key service measures, enhancing the Society’s reputation for exceptional customer service.
• Provide expert guidance and support to the wider Society on complaint handling, recording, and resolution — helping to raise standards across teams.
• Provide insight and assurance to all levels of management and governance forums on complaints themes, performance and emerging trends, ensuring action is taken to reduce the cause of complaints
• Act as the Society’s subject matter expert on complaints, supporting relevant projects and initiatives as needed, while being a key point of escalation for complaints of a more complex nature.
• Develop effective working relationships with key stakeholders from across the wider Society to achieve consistency in complaint handling.
• Work in conjunction with the Second and Third lines of defence maintaining a clear, comprehensive understanding of Regulatory, Legal and operational/conduct risk management within appetite.

What we’re looking for:

• Proven leadership experience, with the ability to motivate and coach a high-performing team.
• Strong understanding of complaints handling principles, FCA regulations including Consumer Duty and good customer outcomes.
• Excellent communication and presentation skills, with a passion for delivering outstanding customer experiences.
• Advanced numeracy, analytical, and problem-solving abilities with keen attention to detail.
• Confident decision-maker who can balance regulatory requirements with customer and business needs.

Key Skills & Systems Knowledge:

• Proficient in MS Office (advanced Excel skills are a distinct advantage)
• Knowledge of Society systems such as CARES, COLD, Workflow, and DSX
• Advanced CRM knowledge

Why join us?

At Principality Building Society, we’re committed to delivering fair outcomes and exceptional service to our customers. You’ll be part of a supportive, collaborative environment where your leadership and expertise will make a tangible difference — both to our customers and to the continuous improvement of our complaint-handling practices.

Our most important asset is our people. We value a healthy work-life balance and currently offer a 35-hour work week with our hybrid approach enabling you to have a mix of office days and remote working.  

Your base location for this role will be our Head Office, Principality House, The Friary, Cardiff, CF10 3FA

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk