Complaints Lead

We’re looking for an experienced complaints professional to take ownership of how complaints are handled at CFC. As our Complaints Lead, you’ll take responsibility for the end-to-end complaints journey, from notification and investigation through to resolution. You’ll make sure complaints are handled effectively and in line with CFC’s standards and regulatory requirements, while building robust reporting, root cause analysis and feedback loops that turn insight into meaningful improvement.

This is more than a case-handling role. You’ll become CFC’s internal subject matter expert on complaints, leading a small team and taking ownership of the wider operating model across process, technology and resourcing. You’ll work closely with stakeholders across the business, including Claims, to make sure we reach the right customer outcomes efficiently and effectively. CFC is a place where people are trusted to take ownership, challenge the status quo and make things better.

We’re high on ambition and low on ego, with an open, supportive culture where ideas are welcomed from every level.