About the job
Welcome to Plum, the innovative saving and investing app committed to helping you grow your wealth for life. From saving for your first home to enjoying a comfortable retirement, Plum is here to support your financial journey.
Since our inception in 2016, over 2 million users across 10 European markets have entrusted us with more than £2 billion, thanks to our cutting-edge automation and AI technology – that’s the Plum advantage! Our efforts have not gone unnoticed, earning accolades from esteemed organizations like Deloitte and Finder.
Our dedicated team of over 200 Plumsters spans Europe, working tirelessly to fulfill our mission, and we are eager to welcome more talented individuals to our growing family.
The Role
We are on the lookout for a Complaints Manager to lead and enhance our complaints function, ensuring that our customers receive just, prompt, and compassionate resolutions. You will leverage complaint insights to drive substantial product and operational enhancements across the organization.
In this pivotal role, you will bolster customer trust, uphold regulatory standards, and facilitate operational scalability at Plum, ensuring each complaint not only gets resolved but also contributes to improving our product and customer experience for millions.
Your Key Responsibilities
- Oversee the comprehensive complaints lifecycle, guaranteeing swift, equitable, and high-quality resolution.
- Serve as the senior escalation point for intricate or high-risk cases, ensuring transparent and fair outcomes.
- Ensure compliance with all relevant regulatory requirements (FCA, CBC, CySEC, FOS) in complaints processes.
- Analyze complaint trends, root causes, and systemic issues, transforming insights into actionable enhancements across Product, Operations, Risk, and Customer Success.
- Act as the voice of the customer in strategic discussions and decision-making forums.
- Collaborate with cross-functional teams to mitigate complaint triggers and enhance customer experiences at scale.
- Lead, mentor, and nurture a high-performing complaints team focused on quality, fairness, and accountability.
- Foster an environment where teams feel empowered to refine processes and customer outcomes.
- Enhance operational efficiency through process reengineering, technology, and automation initiatives.
- Manage complaints MI, regulatory reporting, and governance updates for senior leadership and committees.
- Coordinate with Compliance and Risk teams to ensure ongoing regulatory preparedness as the company scales.
Who You Are
- 3+ years of experience in customer operations within fintech, banking, or financial services, including at least 1+ year in a managerial role.
- Strong understanding of FCA DISP requirements and complaints governance frameworks.
- Customer-centric mindset with a commitment to delivering fair outcomes.
- Exceptional analytical skills, including root cause analysis and trend identification.
- Proven ability to lead teams and drive performance improvements.
