Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham

Location: Birmingham, West Midlands, England, United Kingdom; onsite office role

Company

hirify.global is a global investment banking, securities, and investment management firm. Marcus by hirify.global is its online consumer banking business, providing digital savings products to individual customers.

What you will do

• Oversee the management and reporting of customer complaints, including executive complaints and Financial Ombudsman cases.
• Lead, coach, and develop complaints specialists while driving performance and customer satisfaction.
• Handle complex customer enquiries, escalations, and fraud-related complaints through timely, high-quality resolution.
• Work with legal, compliance, business risk, and cross-functional teams to improve complaint processes and controls.
• Produce complaint reports and root cause analysis for senior management and regulatory purposes.
• Conduct quality audits, implement corrective actions, improve operational processes, and identify technology enhancements.

Requirements

• Understanding of complaint regulations such as DISP and the wider regulatory environment.
• At least 5 years of customer service experience, including at least 2 years in complaints management.
• In-depth product knowledge across banking and savings within retail banking.
• Experience leading teams, motivating staff, driving performance, and meeting targets.
• Strong communication, interpersonal, analytical, problem-solving, and customer-service skills.
• Ability to manage change and work independently in a fast-paced, team-oriented environment.

Nice to have

• Complaints leadership experience in a retail banking environment.

Culture & Benefits

• Opportunities for professional and personal development through training and firmwide networks.
• Benefits include wellness and personal finance offerings and mindfulness programs.
• Commitment to diversity, inclusion, and reasonable accommodations during the recruiting process.