Hybrid Complaints Manager

at Capital.com

• Job title: Complaints Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Limassol, Cyprus

About the role

• Complaints Manager overseeing client-resolution team and managing complaints for a leading trading platform expanding globally. Ensuring compliance and high-quality service while mentoring assistants.

Responsibilities

• Management 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.
• Handling 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.
• 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 categorization 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.
• Qualifications Compliance, AML, or regulatory certifications are highly desirable.
• Additional training in leadership, quality assurance, or risk management is considered a plus.

Benefits

• 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
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
• 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.