Complaints Specialist

📋 Description

• Manage BAU complaints from start to finish, ensuring fair, regulatory-compliant responses.
• Serve as main contact for escalated complaints; provide timely updates.
• Ensure casework aligns with FCA standards and regulatory obligations.
• Investigate trends and root causes; work cross-functionally to improve responses.
• Support complaints reporting and MI; share insights with management.
• Maintain accurate logs for all complaints per internal procedures.

🎯 Requirements

• Experience: 3–5 years’ experience in a complaints handling role within financial services, ideally lending.
• Knowledge: In-depth understanding of FCA regulations and UK financial regulatory frameworks.
• Skills: Analytical and confident in resolving complex complaints, with a customer-first approach.
• Communication: Empathetic and professional in written and verbal comms, especially under pressure.
• Detail-oriented: Meticulous with documentation, case logs, and root cause analysis.

🎁 Benefits

• Equity
• Hybrid 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