Complaints Manager

Plum, a smart saving and investing app, is looking for a Complaints Manager to lead the end-to-end complaints lifecycle, ensuring fast, fair, and high-quality complaint resolution, and to identify complaint trends and turn insights into actionable improvements across the company.

Requirements

• 3+ years of experience in complaints handling customer operations within fintech, banking, or financial services, including at least 1+ year in a managerial capacity.
• Strong working knowledge of FCA DISP requirements and complaints governance frameworks.
• Customer-first mindset with a passion for delivering fair outcomes.
• Strong analytical capability, including root cause analysis and translating insights into operational or product improvements.
• Proactive approach to problem-solving and ability to efficiently collaborate with cross-functional teams.
• Experience scaling operations through process optimisation, automation, or tooling improvements.
• Excellent written and verbal communication skills and are fluent in English, knowledge of any other European language is a plus.

Benefits

• Own part of the company through stock options
• Private health insurance
• Annual training budget
• Plum Premium
• Referral scheme: earn competitive rewards
• Flexible approach to remote working
• Team breakfasts and team lunches.
• 25 days holiday + bank holidays
• 45 work-from-anywhere days
• 2 weeks sabbatical after 4 years
• Enhanced parental leave
• Annual team trip