Complaints Manager

Salary up to £50,000 | Full-time | Hybrid working (2-3 days in office)

We’re seeking a Complaints Manager to join our growing compliance team. The Complaints Manager is responsible for overseeing the end-to-end complaints handling process within the organisation, ensuring all customer complaints are managed promptly, fairly, and in compliance with regulatory requirements. This role plays a critical part in maintaining customer trust, improving service quality, and reducing operational and regulatory risk.

Our mission is to improve everyone’s relationship with their wealth : to make it a positive force for their future and at the same time to prevent it from being a source of anxiety. We want everyone who works at Saltus to be proud to work here, and to find fulfilment and meaning in the work that they do.

We are incredibly proud of our culture and work really hard to ensure that Saltus is a great place to work for our people, where they can have fun and grow in their careers, with a passion for excellence and customer service.

We're proud that we've been recognised as a winner by the Sunday Times in the Best Places to Work 2024 awards, as well as a winner in the Professional Adviser awards 2024 for the Best Financial Advisers to Work For. These accolades reflect our commitment to creating an exceptional work environment and our dedication to excellence in the financial industry. Join our award‑winning team and be a part of our continued success!

Saltus is a privately owned financial planning and discretionary investment management house. We provide a high-quality service for private clients, trusts, and smaller institutions.

Saltus Partners was founded in 2004 and has grown organically and through a small number of carefully integrated acquisitions. Originally, the business started out as an investment manager and has now developed the financial planning side of the offering, putting this at the forefront of the client relationship.

Today Saltus manages and advises on over £10 billion of client assets, acquired through a combination of organic business growth and corporate acquisitions.

You’ll have responsibility for a range of duties within the Compliance Division, including the following:

• Manage and resolve customer complaints and internal errors efficiently and professionally, ensuring fair outcomes.
• Oversee investigations into complaints and provide guidance to complaint handlers.
• Lead investigations into complex complaints.
• Ensure all complaints are logged, tracked, and closed within agreed timelines and regulatory standards.

• Ensure adherence to FCA rules and other relevant regulations.
• Maintain up-to-date knowledge of complaint handling requirements and implement changes as needed.

• Analyse complaint data to identify trends, root causes, and areas for improvement.
• Recommend and implement process enhancements to reduce complaint volumes and improve customer experience.
• Review internal complaint‑handling processes and implement improvements to make them industry‑leading and efficient.

• Liaise with internal teams to resolve issues and share feedback.
• Act as the escalation point for complex or high‑risk complaints.

• Produce regular MI reports for senior management on complaint volumes, trends, and performance against SLAs.
• Provide accurate data on complaint volumes and resolution to the Advice & Governance Team, for reg data reporting obligations to FCA.

• Provide training and guidance to staff on complaint handling best practices.
• Promote a culture of customer fairness and continuous improvement.

We think that the best candidate for this role will have :

• Energy and a passion for helping Saltus remain compliant and to continue to provide the best possible outcomes for our clients.
• Minimum 2 years of Complaints management experience.
• Clear evidence of managing a team, prioritising their development and fostering a collaborative culture.
• Qualifications in Financial Services, either as an adviser…