Oversee and manage all trading-related complaints, ensuring timely resolution, regulatory compliance, and team adherence to standards.
Design, implement, and maintain complaint-handling processes (SOPs, FAQs, training materials), and ensure they are effectively applied by the team.
Analyze complaint data to detect patterns or systemic issues, and coordinate with other departments (IT, Risk, Finance, Product) to drive improvements in products or systems.
Handle high-complexity or high-impact complaint cases personally providing expert judgment, escalation handling, and decision-making support.
Lead and mentor the complaints team: train staff on compliance, communication, and complaint resolution; liaise with Compliance/Legal to ensure processes meet regulatory requirements (e.g. ASIC, FCA).
Requirements
35 years in complaints management, customer service, or trading support ideally with exposure to financial trading / CFD / MT4-MT5 contexts, and familiarity with regulatory/compliance frameworks.
excellent written and verbal English, with clarity, professionalism, good grammar; able to communicate with customers, team, and cross-department stakeholders.
ability to analyze complaint data, spot patterns/trends, draw insights, and propose improvements; also able to handle complex complaints, make sound decisions, and exercise logical thinking and judgement.
capacity to lead and train a complaints team, mentor staff, oversee performance, and ensure consistent application of SOPs & best practices.
understanding of relevant financial regulations (e.g. ASIC, FCA), ability to develop/implement SOPs, FAQs, training material, and ensure complaint-handling processes meet regulatory standards.
