Complaints Manager - 12 Month Fixed Term Contract

Location: Edinburgh or Dundee, UK; hybrid working with at least two days per week or 40% of working time in the office.

Salary: £30,201–£31,790 per year.

Company

hirify.global is transforming its finance business, investing in technology, workplaces, and colleagues.

What you will do

• Handle customer complaints and deliver fair outcomes by applying complaint-handling policies.
• Investigate complex, multi-point complaints, answer customer queries, and resolve issues.
• Maintain structured and valuable customer contact strategies throughout the complaint journey.
• Build trusted customer relationships and explain complex matters clearly.
• Identify recurring issues, customer risks, and opportunities to simplify and improve customer journeys.

Requirements

• Previous or current complaint-handling experience, including keeping customers updated through contact strategies and telephony.
• Strong investigation and problem-solving skills, with the ability to navigate ambiguity and apply sound judgement.
• Ability to make fair, evidence-based decisions and achieve good customer outcomes.
• Excellent communication skills, including explaining complex matters and checking understanding with customers and colleagues.
• Curiosity about complaint trends, recurring issues, customer risks, and wider journey improvements.

Nice to have

• Experience with pension products, particularly SIPPs.

Culture & Benefits

• Full-time, 35 hours per week, on a 12-month fixed-term contract.
• Reasonable workplace adjustments are available, including flexibility in office attendance, location, and working patterns.
• Commitment to diversity, equity, inclusion, learning, development, and colleague wellbeing.
• Pension contribution of up to 15%, annual performance-related bonus, and share schemes including free shares.
• Adaptable lifestyle benefits, 24 days of holiday plus bank holidays, wellbeing initiatives, and parental leave policies.

Hiring process

• Apply as soon as possible because the role may close early due to high interest.
• Workplace adjustments can be requested throughout the recruitment process.