Head of Complaints

Location: Flexible across our key locations of Spain, Italy & Germany

Contract: Permanent Hybrid or Remote

Lead the Function That Protects Customer Trust

Great organisations are defined not by whether issues occur, but by how they respond when they do.

We're looking for an experienced and commercially minded Head of Complaints to lead our complaints strategy and operation across our Growth Markets business. This is a highly influential leadership role with responsibility for ensuring customers receive fair outcomes, regulatory obligations are met, and complaint insights drive meaningful improvements across the organisation.

The Role

As Head of Complaints, you will have end-to-end accountability for complaints handling across our Growth Markets portfolio.

You'll oversee complaint governance, regulatory compliance, operational performance and insight generation, ensuring complaints are resolved fairly, consistently and within regulatory requirements. Beyond resolution, you'll use data and root-cause analysis to identify systemic issues,



influence senior stakeholders and help improve products, processes and customer journeys across the business.

What You'll Be Responsible For

Leading Complaints Strategy, Governance & Regulatory Oversight

• Own and continuously evolve the complaints framework across all Growth Markets.
• Act as the senior point of accountability for complaints outcomes, governance and regulatory engagement.
• Ensure complaint handling practices meet all applicable regulatory requirements and are supported by robust controls, documentation and audit readiness.
• Build and maintain effective relationships with regulators and external adjudication bodies.
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Driving Customer Outcomes & Operational Excellence

• Ensure complaints are investigated and resolved fairly, consistently and within agreed timescales.
• Lead the performance and effectiveness of internal and outsourced complaint handling operations.
• Establish clear sta

📌 Head of Complaints (Milano)
🏢 Domestic & General
📍 Milano