Complaints Manager

As our business continues to expand & evolve, we are seeking an experienced Complaints Manager to join a well-established team.

The Complaints Manager will manage, develop and direct the Complaints team to ensure that a high standard of complaint handling is delivered, making sure that both the interests of the customer and the company are represented clearly, fairly & fully.

What you'll be expected to do in the role
  • Provide support, guidance & set targets to the complaints team
  • Ensuring the accurate capture & recording of all complaints coming into Moneybarn
  • Develop the team and provide operational staff with complaint handling training in accordance with the Financial Conduct Authority (FCA) to enable them to identify and log complaints, preventing any barriers to the complaints process
  • Keep up to date on any changes to legislation or regulation directly affecting the handling of complaints
What we're looking for from you
  • An experienced Complaints Manager with excellent communication skills both verbal and written
  • Proven people management skills with the ability to manage and direct the Complaints Team
  • An understanding of  FCA principles, applying them to individual customer circumstances
  • Strong analytical and problem-solving skill and presentation skills
Working at Moneybarn

Working at Moneybarn is rewarding in every sense, and we believe that if we take care of our people, our business will take care of itself. As a growing company, we are always interested in hearing from people with potential. Our head office is in Petersfield, Hampshire.

We’re the UK’s largest specialist vehicle finance lender, and we’re part of the Provident Financial Group, one of the UK’s leading suppliers of credit products to the non-standard market. To find out more about us, including our history and values, click here.

Reasons to join the Moneybarn team

Ensuring we have a dedicated team is essential to our success, and we’ve worked hard to create a friendly working environment, which allows individuals to share ideas and deliver positive outcomes.

We want all employees to be able to fulfil their potential and excel in their role, so we invest heavily in training and development throughout the business. This approach enables us to nurture talent, and provide the very best outcomes for both our customers and the business.

The wellbeing of our team is incredibly important and we offer a gym, qualified instructors, keep-fit classes, Barney Bikes and regular fruit deliveries for employees to enjoy. We also run a range of regular in-house events and activities to promote interaction and communication within the company.

2017 marks Moneybarn’s 25th year of trading and we believe our continued success is driven by our values-based approach which underpins the way that we engage with our employees, customers and partners. Our values are: Fair, Approachable, Responsible & Progressive.


We offer competitive salaries and a full employee benefit package, which includes a contributory pension, employee Sharesave and stock purchase schemes.

How do you apply?

Click on the "Apply now” button below. This will pop up an email which you can use to attach and send us your CV and covering letter telling us why this is the perfect opportunity for you.

Once we’ve received your CV and covering letter, if you’re successful at the first stage we’ll contact you to arrange an interview.

If you don’t hear from us within 7 days of sending us your application, this means you have been unsuccessful. We may not be able to provide confirmation and feedback to everyone who applies.

Important notes

  • We will keep your CV on our records for 6 months after your application
  • We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles
  • As an employer that believes in the importance of cultural diversity in the workplace, we’ve signed up for the National Equality Standard (NES). You can find out more here.