SCUK Ombudsman & Escalated Complaints Team Leader (Financial Services)

Location: Redhill, United Kingdom

Company

Part of hirify.global Consumer Finance, operating in regulated financial services and customer relations.

What you will do

• Lead the day-to-day delivery, performance, wellbeing and capability of a specialist team handling Financial Ombudsman Service complaints.
• Ensure complaints are investigated, evidenced and answered within required timescales and to a high standard.
• Provide technical guidance and decision support for complex, sensitive, high-value and precedent-setting cases.
• Review case strategy, evidence, liability, rationale and redress to ensure fair and customer-focused outcomes.
• Monitor caseload, ageing, timeliness, productivity, quality, outcomes and redress trends through management information and KPIs.
• Identify root causes and systemic issues, escalating risks and translating insight into process, control and customer-outcome improvements.

Requirements

• Significant experience in complaint handling, customer relations or regulated financial services, including cases referred to the Financial Ombudsman Service.
• Strong knowledge of FCA DISP complaint-handling requirements and FOS complaint resolution.
• Previous people leadership, team management, coaching or technical leadership experience in a complaints environment.
• Ability to assess evidence, jurisdiction, fairness, liability, redress and customer impact and make clear, defensible decisions.
• Excellent written and verbal communication, analytical ability, judgement, accuracy, accountability and resilience.
• Competence with Microsoft Office, particularly Word and Excel, and ability to learn complaint and FOS case-management systems quickly.

Nice to have

• A relevant complaint-handling, regulatory, leadership or financial services qualification.

Culture & Benefits

• 27 days of annual leave plus bank holidays.
• Annual bonus based on personal and company performance.
• Private medical cover, pension contributions and a £500 flexible benefit allowance.
• Employee assistance programme and Sharesave scheme.
• Reduced-rate gym passes and an inclusive workplace focused on diversity, fairness and colleague development.

Hiring process

• Submit application responses, a CV and a covering letter.
• Applications close at the end of day on Tuesday 29 September 2026.
• Part-time hours may be considered upon request.