Overview:
The Client Support & Complaints Handling Manager oversees client support operations and complaints handling for a VARA-regulated VASP, ensuring issues are managed in a fair, timely, and well-documented manner across onboarding, account support, funding, and transaction enquiries.
The role ensures complaints are properly logged, investigated, and resolved within required timelines, with clear client communication, effective remediation, and escalation of recurring or material issues. It supports compliance with applicable conduct, complaints handling, and reporting requirements.
Key Responsibilities:
- Manage day-to-day client support across approved channels (email, ticketing, phone)
- Ensure all complaints are promptly identified, logged, and categorised
- Acknowledge complaints and provide timely, clear client updates
- Coordinate independent and objective complaint investigations
- Oversee resolution, remediation, and closure within required timelines
- Maintain complaint procedures, templates, and escalation workflows
- Escalate material issues, conduct risks, and regulatory concerns
- Produce complaint MI, trend analysis, and root cause insights
- Ensure high-quality, professional, and compliant client communications
- Drive service improvements by identifying recurring issues
- Maintain complete records for audit and regulatory readiness
- Support training on complaint handling and escalation standards
Qualifications:
- Bachelor's degree in business, Customer Operations, Communications, Law, or a related discipline.
- Minimum 5 years of experience in client support, complaints handling, operations, or service management within a controlled or regulated environment.
- Experience in financial services, brokerage, fintech, payments, or virtual assets is strongly preferred.
- Experience operating ticketing systems, escalation workflows, and complaint registers is preferred.
- Strong understanding of client communication discipline, service remediation, and evidence-based case handling.
