Customer Feedback & QA Specialist Hybrid Working | £28,000 – £31,000 DOE | London Bridge We’re looking for a Customer Feedback & QA Specialist to join our Customer Care team and help ensure we deliver excellent outcomes and service standards for our customers. Reporting to the Customer Feedback & QA Lead, you’ll support quality assurance and feedback processes, handle complaints, and contribute to compliance and regulatory activities. Key Responsibilities Investigate and respond to informal and formal complaints Carry out quality assurance checks across multiple channels Prepare case files for the Financial Ombudsman Service (FOS) Manage DSR requests within required timeframes Investigate and resolve potential sanction matches Collaborate with the Compliance team on key topics Stay informed on FOS decisions and share insights with colleagues Support team members with customer-related queries Occasionally assist with Customer Fulfilment (phone, email, live chat) About You Experience in a customer service or quality assurance role Proven ability to handle regulatory complaints in an FCA-regulated environment Strong communication and problem-solving skills Committed to delivering excellent customer experiences Familiar with Treating Customers Fairly principles Analytical and detail-oriented Desirable Understanding of the insurance sector and its challenges Comfortable working in a fast-paced, evolving environment What We Offer Hybrid working with office days at London Bridge Learning resources, mentorship, and tailored development Private healthcare, gym discounts, and wellbeing support £28,000 – £32,000 DOE Overtime allowance (including Saturdays and bank holidays on a rota) 10% annual performance-related bonus 25 days annual leave