Corporate Complaints Manager (Legal Regulation)

Requirements of the role

The role

If you thrive in high‑pressure situations, bring confidence to complex conversations, and take pride in shaping how an organisation engages with the public, this full‑time permanent role as Corporate Complaints Manager is a great opportunity.

This is not just a customer experience role — it’s an impactful corporate function where you will lead the way in handling our complex and high‑profile complaints cases, supporting senior leaders and safeguarding the reputation of the SRA. You’ll be the steady hand when reputational risk is high, the expert adviser when senior leaders need clarity, and the voice of professionalism when engaging with the public and crucial stakeholders at corporate level.

You will lead and develop a team of Corporate Complaints Officers, ensuring each complaint is handled with precision, fairness and inclusion. You’ll personally take on cases that require advanced judgement, strategic thinking and exceptional communication. Alongside this, you’ll use complaint insights, data and feedback to drive improvements across the organisation, strengthening our processes and the experience we provide.

As a valued member of the directorate leadership team, you’ll work collaboratively across the SRA, influence decision‑making, and support positive cultural change. You’ll also partner with the Independent Reviewer of Complaints to ensure transparency, learning and accountability at every stage.

This is a role for someone who enjoys complexity, values fairness, and wants to make a meaningful impact.

What it is in it for you

A highly visible, influential position that will stretch your skills and accelerate your leadership journey. You will gain:

• Lead on high-profile cases and strengthen your expertise in complex corporate complaint handling.
• Grow your leadership skills by developing and motivating a specialist team.
• Build strong corporate visibility through direct engagement with senior stakeholders.
• Influence real change by using insights and data to improve processes across the organisation.
• Accelerate your career with continuous learning, coaching and progression opportunities.

 What we are looking for

• Proven experience of managing a team of complaint handlers/case workers
• Strong understanding of regulatory frameworks and operational risk
• Ability to analyse large amounts of complex information and make timely, well-reasoned decisions
• Significant experience influencing and constructively challenging internal and external stakeholders at all levels of seniority
• Excellent communication skills, both written and telephone
• Demonstrable experience of delivering change through leadership

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