Complaints Manager position at Capital.com.| Cyprus

_2026-04-06 bot

Capital.com Complaints Manager

Experience: General

Pattern: Hybrid

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Limassol, Cypr..........Cyprus

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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.\n Responsibilities:<div> <div>1. Team Leadership & Workforce Management </div> <ul> <li>Lead, mentor, and support a team of Complaints Assistants across assigned jurisdictions.</li> <li>Manage daily schedules, workloads, escalations, and case allocation to ensure timely and efficient complaint handling.</li> <li>Conduct regular 1-2-1 meetings, performance reviews, and coaching sessions to support staff development.</li> <li>Ensure team adherence to internal policies, complaint-handling standards, KPIs, and regulatory deadlines.</li> <li>Coordinate training programmes for new and existing team members, including regulatory updates and best practices.</li> </ul> <div> </div> <div>2. Oversight of Complaints Handling</div> <div> </div> <ul> <li>Oversee the assessment and investigation of potential complaints raised via the #possible_complaints channel and other escalation sources.</li> <li>Ensure complex or high-risk cases are handled appropriately and escalated where necessary.</li> <li>Provide guidance to team members in drafting comprehensive, accurate, client-focused responses.</li> <li>Ensure consistency, fairness, and quality across all complaint resolutions, maintaining high standards of client care.</li> </ul> <div> 3. Regulatory Compliance & Governance</div> <div> </div> <ul> <li>Maintain strong knowledge of regulatory requirements for each relevant licensed entity (e.g., MIFID, CySEC, SCA depending on scope).</li> <li>Ensure the complaint-handling process and responses align with all regulatory obligations, including response deadlines, reporting obligations, and proper escalation paths.</li> <li>Work closely with Compliance to update policies, procedures, escalation frameworks, and complaint categorisation taxonomies.</li> <li>Oversee the completion and accuracy of regulatory returns, trend analysis, and root-cause reporting.</li> </ul>   </div> Requirements:<div> <ul> <li>Proven experience managing a complaints or client-resolution team in a regulated financial environment.</li> <li>Demonstrated ability to handle complex, high-risk, and sensitive client cases.</li> <li>Strong operational management background with experience in coaching, quality oversight, and performance monitoring.</li> <li>Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.</li> <li>Strong knowledge of internal governance, audit practices, and record keeping standards.</li> <li>Excellent investigative, analytical, and decision-making abilities.</li> <li>Exceptional attention to detail, accuracy, and written communication.</li> <li>Ability to interpret regulatory guidance and convert it into practical team instructions.</li> <li>Client-centric mindset with a strong sense of ownership and accountability.</li> <li>Compliance, AML, or regulatory certifications are highly desirable.</li> <li>Additional training in leadership, quality assurance, or risk management is considered a plus.</li> </ul> </div> \nWhat 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.

Complaints Manager job opportunity at Capital.com.

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