Client Complaints Team Manager

Job Description

What is the opportunity?

Join our London office as a Complaints Team Manager and make a real impact on how we handle client concerns. You'll lead the charge on managing regulated complaints, delivering critical reporting to internal and regulatory stakeholders, and championing change initiatives that improve how we operate.

This is a permanent, full-time role offering 4 days in the office – giving you the flexibility to do your best work while maintaining genuine team connection.

What you will do?

• Support day-to-day complaints management
• Produce regular and ad hoc reporting
• Maintain complaints procedure and related literature
• Quality checking of complaint records and data
• Lead change activity
• Support administration of complaint handling software

What you will need to succeed?

Must-Have

• Proven experience managing complaints in a regulated environment, ideally within wealth management
• Strong knowledge of UK, Channel Islands and Irish regulatory frameworks
• Track record of successfully delivering change projects
• Advanced Excel skills with the ability to analyze data, interpret findings, and translate them into actionable recommendations
• Excellent organizational skills with meticulous attention to detail and the ability to thrive under pressure

Nice-to-Have

• Proficiency across the Microsoft suite
• Demonstrated ability to communicate complex information clearly to diverse audiences
• A proactive mindset around continuous improvement and embracing organizational change
• Quick learner who can grasp new concepts and translate them for colleagues

What is in it for you?

We thrive on the challenge to be our best - progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper.  We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses, flexible benefits and competitive compensation.
• Leaders who support your development through coaching and managing opportunities.
• Opportunities to work with the best in the field.
• Work in a dynamic, collaborative, progressive, and high-performing team.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

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Job Skills

Active Learning, Adaptability, Communication, Customer Service, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product Services, Time Management

Additional Job Details

Address:

100 BISHOPSGATE:LONDON

City:

London

Country:

United Kingdom

Work hours/week:

35

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-07-22

Application Deadline:

2026-08-06

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.