Complaints Specialist

📋 Description

• Manage and resolve customer complaints in a timely and effective manner, ensuring that all
• Act as the primary point of contact for escalated complaints, providing clear and empathetic
• Ensure all complaint handling processes comply with FCA guidelines, the Financial Ombudsman Service
• Conduct detailed investigations into complaints, identifying trends and root causes, and providing
• Prepare regular reports on complaint trends, root cause analysis, and resolution times for senior
• Coordinate with external bodies, such as the Financial Ombudsman Service, to manage and resolve

🎯 Requirements

• Minimum of 3-5 years’ experience in a complaint handling role within the financial services
• In-depth knowledge of FCA regulations, FOS processes, and other relevant UK financial regulations.
• Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex
• Excellent written and verbal communication skills, with the ability to handle sensitive situations
• High level of accuracy and attention to detail in documentation and analysis.

🎁 Benefits

• Equity
• Hybrid working with 3 days a week in the office
• 25 days’ holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan