Complaints Specialist

The role. 

As a Complaints Specialist, you will play a key role in ensuring that all customer complaints are effectively handled and resolved. Your primary responsibility will be to support the Head of Complaints in maintaining a high level of service and compliance with FCA regulations. You will work closely with the team to address customer complaints, provide guidance, and contribute to process improvements.
Day to day responsibilities

• Handle and resolve customer and FOS-escalated complaints in accordance with company policies, procedural manuals, and FCA guidelines.
• Contribute to root cause analysis of complaints and assist with required reporting.
• Contribute to the development and implementation of efficient and effective complaint handling processes.
• Work closely with the team to ensure timely and accurate recording, monitoring, and reporting of complaints.
• Collaborate with other departments, particularly Risk & Compliance, to ensure alignment and adherence to regulatory requirements.
• Communicate with customers to gather necessary information, address concerns, and provide updates on the status of their complaints.
• Identify emerging trends or issues in customer complaints and provide insights to the Complaints Team Leader.
• Participate in regular meetings and provide input on process improvements to enhance the customer experience and optimize complaint resolution.
• Support the team in meeting key performance indicators (KPIs) and maintaining compliance with regulatory standards.
• Act as a Complaint Subject Expert to support our internal and external teams.

We're looking for...

• Previous experience in a complaint handling role within an FCA-regulated company.

• Demonstrated knowledge of FCA regulations and requirements related to complaint handling.

• Strong interpersonal and communication skills to effectively interact with customers and internal stakeholders.

• Ability to work well under pressure, manage multiple priorities, and meet tight deadlines.

• Detail-oriented approach with strong analytical and problem-solving abilities.

• Team player mindset with the ability to collaborate effectively within a cross-functional environment.

• High level of professionalism and integrity in handling confidential and sensitive information.

• Continuous learning mindset to stay updated with industry developments and best practices in complaint handling.
Bonus Skills:

• Previous experience in complaint handling at FOS level.

Benefits

Compensation & Savings

• Pension scheme - 5% employee contribution and 3% employer contribution

• Death in Service scheme - 3x your annual basic salary to nominated beneficiaries

• Income Protection - up to 75% of annual basic salary to cover long term injury or illness

• Share Options Scheme

Health & Wellbeing

• Private Medical Insurance including;

• GP consultations (video, telephone or face-to-face)

• Prescribed medication

• In-patient, day-patient and out-patient care

• Mental health support

• Optical, dental & audiological cover

• Physiotherapy

• Advanced cancer cover

• Menopause support

• Employee Assistance Programme including

• Unlimited mental health sessions

• 24/7 remote GP & physiotherapy

• 24/7 helpline for emotional & practical support

• Savings & discounts on everyday shopping

• 1:1 personalised wellbeing consultations

• Gym membership discounts

Family Friendly Policies

• Enhanced maternity pay

• Enhanced paternity pay

• Enhanced adoption pay

Zilch App Rewards

• 5% cashback in Zilch rewards on purchases

through the app

• £200 Zilch rewards bonus for WFH set up

Learning & Development

• Professional Qualifications

• Professional Memberships

• Learning Suite for e-courses

• Internal Training Programmes

• FCA & Regulatory training

Workplace Perks

• Hybrid Working 3 days in office

• Casual dress code

• Work related social events

• Free fruit, snacks, and refreshments in the office