As our Complaints Resolution Specialist, you will be at the forefront of investigating, managing, and resolving customer complaints with professionalism, accuracy, and empathy. You’ll take ownership of cases from start to finish – gathering evidence, analysing information, and identifying root causes – to ensure fair and timely outcomes. Alongside this, you’ll provide vital administrative, and case-handling support to ensure our team meets its targets, all while complying with the Financial Ombudsman Service guidelines and FCA’s DISP rules.
Your role:
* Register and log complaints accurately, maintaining up-to-date records.
* Conduct Quality Assurance checks to identify trends, service issues, and areas for improvement.
* Prepare detailed case recommendations to enhance customer experience, particularly for cases referred to or accepted by FOS.
* Ensure compliance with FCA DISP rules and Consumer Duty requirements.
* Draft high-quality, bespoke final response letters to customers.
* Collaborate effectively with key stakeholders across the business.
* Provide general administrative support, including spreadsheet and database management.
* Analyse raw data to create reports and presentations.
* Communicate confidently and professionally via multiple channels.
What we require:
* Experience in complaints handling within financial services.
* Strong understanding of FOS guidelines, FCA DISP rules, and Consumer Duty.
* Excellent written communication skills with experience in drafting bespoke response letters.
* High attention to detail and accuracy.
* Proficient in Microsoft Office (especially Word and Excel).
* Ability to meet tight deadlines and manage competing priorities.
What we offer you:
* £28,000 - £29,500 annual salary
* Annual discretionary bonus scheme
* 25 days annual holiday plus bank holidays
* Contributory Pension scheme
* Life cover
* 1 day charitable work
Working hours are 35 hours a week Monday to Friday. Start times are flexible from 8.00 - 9.30. After a successful training period there is flexibility to work from home up to 2 days a week.
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