Complaints Team Leader

Moneybarn are now looking for a Complaints Team Leader to join our busy, customer focused, Complaints Team. Your team will comprise of a Complaints Administration function, two Early Resolution Complaint Handlers and three Complaints Officers. This diverse role will see you involved with all aspects of the Complaints Department, along with regular contact with stakeholders from the wider business.

Responsible for both performance management and the on-going coaching and development of your team you will be pivotal in ensuring that quality management and case management SLAs are adhered to. You will need to utilise your knowledge and experience of FCA regulations, specifically FCA DISP rules to ensure fair and consistent outcomes are achieved for our customers.

Having oversight of all complaint outcomes, including cases which have been referred to the Financial Ombudsman Service, you’ll ensure that TCF standards are consistently followed and your team are offering the appropriate redress to customers.

If you are a confident negotiator with a high standard of both written and verbal communication, then you could be just who we are looking for.

What you’ll be expected to do in the role
  • Ensure the appropriate records are maintained in a format that can provide reporting to the Complaints Manager and the rest of the business.
  • Thorough investigation of complex complaints.
  • Ensure there are no barriers preventing a customer from making a complaint to the business about the business or its staff.
  • Ensure the company’s ethics and TCF principals are applied during the complaint investigation, both in investigations carried out personally and those carried out by Officers.
  • Review and check FOS referrals acting as final sign off ahead of submission.
  • Provide management support for the team in the absence of the Complaints Manager.
What we’re looking for from you

Must have

  • High standard of English both written and verbal.
  • Excellent customer service, communication and interpersonal skills.
  • Ability to manage difficult customers, and act as escalation point for complex complaints.
  • Confident in negotiating win-win solutions for customers, Suppliers, Introducers and the business.
  • Ability to prioritise own workload and that of the team.
  • Ability to demonstrate professional resilience and adaptability.
  • Ability to gain positive engagement from others where difficult decisions are made.
  • Detailed knowledge and understanding of FCA regulations.
  • Previous experience of managing people.
  • Previous experience of conducting employee appraisals and performance management.
  • Leadership abilities, to be able to both motivate the team and manage team performance to ensure high quality standards across all activity
    Stakeholder management experience.


  • Experience of managing a team within a Complaints or Backoffice Function.
  • Detailed knowledge and understanding of FCA regulations, full product knowledge and how legislation affects the business and our customers.
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 marked 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 12 months after your application. For more information about how we collect, use and share your personal data when you apply for a role with us, please see our Applicant Privacy Notice.
  • 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.