Senior Manager FOS Complaints

Posted on: 13/08/2026 – Final date to receive applications: 03/09/2026

Are you ready tochart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success.

This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance:

Location: Cirencester Office

Workplace Type: Hybrid

Employment Type: Permanent

Seniority: Mid-Senior Level

The Client Liaison Division is responsible for SJP Wealth Management complaints, Partner Claims and supporting wider remediation activity across St. James’s Place. Working at the intersection of client experience, regulation and risk, the Division manages complaint resolution, Financial Ombudsman Service escalations, root cause analysis, Partner Claims and undertaking critical complaints oversight, regulatory and governance activities. The Division ensures regulatory compliance, the delivery of fair client outcomes and the use of complaints insight to drive improvements across the wider SJP business.

As Senior Manager – FOS Complaints, you'll lead a specialist team responsible for managing complaints escalated to the Financial Ombudsman Service (FOS), while acting as the key relationship owner for the Ombudsman. Combining strategic leadership, operational oversight and technical expertise, you'll drive high-quality complaint resolution, provide insight into emerging risks and trends, and use Ombudsman outcomes to influence positive change across the wider business.

As a member of the Client Liaison Senior Leadership Team and Governance Committee, you'll play a key role in shaping the future direction of the function while ensuring the business continues to deliver fair, compliant and client-focused outcomes.

• Providing leadership, direction and oversight to the FOS Complaints Team, ensuring colleagues are effectively developed, supported and deployed to maximise individual and team performance.
• Setting clear priorities, objectives and performance expectations to ensure complaints are managed fairly, effectively and promptly, while maintaining operational efficiency, quality standards and consistent client outcomes.
• Overseeing team workflow, resource allocation and individual performance, ensuring workloads are appropriate, progress is actively monitored and case reviews are completed within required timescales.
• Acting as a technical and operational point of expertise for FOS complaints, providing guidance, coaching and support to colleagues on complex matters, relationship management and communication standards.
• Working collaboratively with the Complaints Policy & Technical Lead to ensure a consistent approach is applied in line with FOS decisions, regulatory expectations and internal policy.
• Identify, elevate and oversee sensitive, high-risk or high-value cases, ensuring the Client Liaison Director is kept informed of material developments, emerging issues and potential risks.
• Monitoring the progress of sensitive or significant cases through the FOS process, ensuring appropriate actions are taken to support fair, timely and well‑reasoned outcomes.
• Ensuring root cause analysis is embedded within the FOS complaints process, enabling themes, trends and learning from FOS outcomes to be shared with the Root Cause Team and applied across Client Liaison.
• Maintaining and improving effective processes for managing FOS referrals, ensuring they meet the needs of clients, Partners, regulators, shareholders and the wider business.
• Ensuring meaningful management information is produced for FOS referrals, outcomes, trends and performance, with relevant insight and feedback provided to individuals and senior management as required.

We're looking for an experienced people leader with a strong background in complaints, dispute resolution or regulatory operations within Financial Services. You'll be…