capital.com
Complaints Manager
TLDR
Lead a team in managing client complaints while ensuring high standards of client care and compliance across multiple jurisdictions.
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
Responsibilities:
Lead, mentor, and support a team of Complaints Assistants across assigned jurisdictions.
Manage daily schedules, workloads, escalations, and case allocation to ensure timely and efficient complaint handling.
Conduct regular 1-2-1 meetings, performance reviews, and coaching sessions to support staff development.
Ensure team adherence to internal policies, complaint-handling standards, KPIs, and regulatory deadlines.
Coordinate training programmes for new and existing team members, including regulatory updates and best practices.
Oversee the assessment and investigation of potential complaints raised via the #possible_complaints channel and other escalation sources.
Ensure complex or high-risk cases are handled appropriately and escalated where necessary.
Provide guidance to team members in drafting comprehensive, accurate, client-focused responses.
Ensure consistency, fairness, and quality across all complaint resolutions, maintaining high standards of client care.
3. Regulatory Compliance & Governance
Maintain strong knowledge of regulatory requirements for each relevant licensed entity (e.g., MIFID, CySEC, SCA depending on scope).
Ensure the complaint-handling process and responses align with all regulatory obligations, including response deadlines, reporting obligations, and proper escalation paths.
Work closely with Compliance to update policies, procedures, escalation frameworks, and complaint categorisation taxonomies.
Oversee the completion and accuracy of regulatory returns, trend analysis, and root-cause reporting.
Requirements:
Proven experience managing a complaints or client-resolution team in a regulated financial environment.
Demonstrated ability to handle complex, high-risk, and sensitive client cases.
Strong operational management background with experience in coaching, quality oversight, and performance monitoring.
Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.
Strong knowledge of internal governance, audit practices, and record keeping standards.
Excellent investigative, analytical, and decision-making abilities.
Exceptional attention to detail, accuracy, and written communication.
Ability to interpret regulatory guidance and convert it into practical team instructions.
Client-centric mindset with a strong sense of ownership and accountability.
Compliance, AML, or regulatory certifications are highly desirable.
Additional training in leadership, quality assurance, or risk management is considered a plus.
1. Team Leadership & Workforce Management
2. Oversight of Complaints Handling
3. Regulatory Compliance & Governance
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
Benefits
Flexible Work Hours
Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
Volunteer Days
Take two additional paid days each year to support causes you care about and give back to the community.
Paid Time Off
Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
Capital.com is an innovative trading platform designed for a global audience, offering top-rated financial products that emphasize a seamless user experience. We're committed to pushing the boundaries of technology in the trading industry, making it easy for users to access the financial markets and achieve their investment goals.
- Founded
- Founded 2016
- Employees
- 201-500 employees
- Industry
- Internet Software & Services
- Total raised
- $25M raised