Head of Complaints

Head of Complaints

Location:

Flexible across our key locations of Spain, Italy & Germany

Contract:

Permanent Hybrid or Remote

Lead the Function That Protects Customer Trust

Great organisations are defined not by whether issues occur, but by how they respond when they do. We're looking for an experienced and commercially minded Head of Complaints to lead our complaints strategy and operation across our Growth Markets business. This is a highly influential leadership role with responsibility for ensuring customers receive fair outcomes, regulatory obligations are met, and complaint insights drive meaningful improvements across the organisation.

As Head of Complaints, you will have end-to-end accountability for complaints handling across our Growth Markets portfolio. You'll oversee complaint governance, regulatory compliance, operational performance and insight generation, ensuring complaints are resolved fairly, consistently and within regulatory requirements. Beyond resolution, you'll use data and root-cause analysis to identify systemic issues, influence senior stakeholders and help improve products, processes and customer journeys across the business.

• Leading Complaints Strategy, Governance & Regulatory Oversight Own and continuously evolve the complaints framework across all Growth Markets.
• Act as the senior point of accountability for complaints outcomes, governance and regulatory engagement.
• Ensure complaint handling practices meet all applicable regulatory requirements and are supported by robust controls, documentation and audit readiness.
• Build and maintain effective relationships with regulators and external adjudication bodies.
• Driving Customer Outcomes & Operational Excellence Ensure complaints are investigated and resolved fairly, consistently and within agreed timescales.
• Lead the performance and effectiveness of internal and outsourced complaint handling operations.
• Establish clear standards, reporting and performance frameworks that deliver excellent customer outcomes across multiple markets.
• Protect customer trust and organisational reputation through effective complaint resolution and governance.
• Turning Insight Into Action Lead root-cause analysis activities to identify recurring issues and emerging risks.
• Translate complaint data into actionable business intelligence that drives meaningful improvements.
• Partner with Operations, Product, Enablement, Risk and Compliance teams to address systemic issues and prevent recurrence.
• Use customer feedback to improve processes, enhance experiences and strengthen business performance.
• Influencing Across the Business Act as a visible advocate for customer fairness and good customer outcomes.
• Influence senior stakeholders across multiple functions and markets.
• Lead and develop a high-performing complaints function built on accountability, integrity and continuous improvement.

• Significant experience leading complaints, customer outcomes, conduct risk or customer service functions within a regulated environment.
• Strong understanding of regulatory frameworks and complaint-handling requirements, including experience working with regulators and regulatory audits.
• A track record of developing complaint strategies and governance frameworks across complex or multi-market operations.
• Experience managing outsourced service providers and influencing performance across internal and external teams.
• Excellent analytical capability, with the ability to translate complex complaint data into practical business recommendations.
• Strong leadership, influencing and communication skills, with the confidence to engage senior stakeholders across multiple functions and geographies.

This is more than a complaints role.…