Quality and Complaints Manager Job at 360 Resourcing Solutions (London)

Job Description

To act as the organisation’s lead professional for complaint handling and quality improvement across all Advice Services. To ensure the effective resolution of client complaints by maintaining expert knowledge of regulated advice and delivering excellent customer service. Provide regulatory insights in team discussions on MHCBS and Regulation 17 creditor challenges. Analyse complaint trends and produce reports to establish consistent processes that enhance service quality, accountability, learning, and continuous improvement. To support the Head of Quality and Compliance in ensuring Toynbee Hall’s advice services remain fully compliant with FCA, MaPS, and internal quality standards.

Job Responsibility

Lead the end-to-end management of all client complaints, overseeing first-stage advice service resolutions and directly managing escalated complaints, while contributing regulatory insight to team discussions on MHCBS and Regulation 17 creditor challenges
Ensure timely, accurate, and fair resolution in accordance with FCA and MaPS complaint-handling procedures
Act as the organisational escalation point for complex or high-risk advice-related complaints, including cases involving direct client or creditor challenges under MHCBS and Regulation 17
Liaise with external stakeholders, creditors, and partners to resolve disputes and maintain strong working relationships
Maintain an accurate and auditable record of all complaints, decisions, and resolutions
Work with the Head of Quality and Compliance to monitor compliance with regulatory frameworks and internal policies
Conduct audits and case reviews to identify trends, risks, and opportunities for improvement
Support the design and implementation of quality-improvement plans, policies, and tools
Provide regular reporting to senior leadership, highlighting trends and risks across services
Translate insights from complaints and audits into practical service improvements
Collaborate with Advice Managers and Coordinators to integrate learning into casework and training
Support staff training and development on complaint handling, communication, and quality assurance
Promote a culture of transparency, fairness, and continuous learning within advice delivery teams to ensure ongoing service improvement and the highest possible standard of support for Toynbee Hall clients
Proactively maintain and develop knowledge of regulations, legislation, and best practice across all advice areas by engaging in relevant training, continuous learning, and professional development
Ensure complaint handling and quality monitoring comply with FCA MaPS and advice quality standards
Support preparation for audits, funder reviews, and regulatory inspections
Keep colleagues informed of relevant regulatory changes and implications for practice
Adhere to Toynbee Hall’s policies and procedures, including safeguarding and data protection
Promote equality, inclusion, and accessibility across all aspects of the service
Demonstrate financial efficiency and value for money
Undertake other duties as directed by the Head of Quality and Compliance or senior management

Requirements

Hold a valid Money and Pension Service accredited qualification in debt advice
A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice
Demonstrates a strong understanding of advice areas, with particular expertise in FCA regulations, MaPS quality frameworks, and the Mental Health Crisis Breathing Space Regulation
Significant experience managing complaints and quality processes within a regulated advice
Proven experience in complaint resolution, creditor negotiation, and stakeholder management
Ability to analyse complex cases and identify systemic issues or risks
Experience developing and implementing service improvement plans
Excellent communication and influencing skills at all levels
Strong analytical, reporting, and decision-making ability
Ability to manage competing priorities and meet tight deadlines
Confidence handling sensitive and confidential information with integrity
High level of IT literacy, including CRM or case management systems
A proven commitment to continuous professional development of self and wider teams
Ability to work independently and proactively without supervision
High level of professionalism and integrity
Committed to fairness, impartiality, transparency, and accountability
Calm, and solutions-focused under pressure, adopting a “find a solution, no blame” attitude
Collaborative and empathetic approach when dealing with clients and colleagues
Strong alignment with Toynbee Hall’s values and mission

Nice to have

Previous management or supervisory experience in a debt advice or compliance setting
Experience designing or delivering training on quality, complaints, or compliance
Knowledge of data-protection legislation and its implications for complaint management
Ability to build and maintain positive relationships with all staff members
Excellent written and verbal communication skills
Competence in handling sensitive information with discretion and maintaining confidentiality
Keeping up to date with technology and take individual responsibility for learning new technologies

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