Complaints Officer

We are looking for a Complaints Officer in our Business Support team. Our Complaints Team plays a vital role in ensuring that all customer complaints are handled fairly, and in line with regulatory requirements. In this role, you will collaborate with various departments across the business to resolve complaints relating to our multi-suite of products. The role is London (Hybrid) with 3 days in the office.

Responsibilities

Manage and resolve a portfolio of complaints across the business to a high standard, and within regulatory timeframes; Conduct thorough, end-to-end investigations into complaints, ensuring timely, fair, and compliant outcomes in line with regulatory requirements and internal policy; Draft high-quality, professional, and empathetic final response letters for complex and escalated complaints, as well as agent feedback to upskill and empower staff; Maintain accurate records of case progress, outcomes, and root causes within Salesforce while ensuring adherence to 8-week deadlines

Requirements

1 year of complaint handling experience ideally within the financial services industry; A strong understanding of the FCA complaint handling process and timelines; Demonstrable experience in resolving complaints both verbally and in writing; Ability to communicate complex information relating to financial products and services to customers; Able to proactively identify ways to use Generative AI to streamline daily tasks and improve personal productivity; Confident using approved AI tools safely and effectively to enhance output and find a better way of working

Benefits

Flexibility: benefit allowance tailored to own life and family; Health: private medical and dental, health assessments, access to a digital GP; Wealth: life assurance, share schemes, financial coaching; Development: dedicated annual learning allowance; Lifestyle: electric car and cycle-to-work schemes, season ticket loans; Award-winning parental leave policies; Barista coffee and subsidised Just Eat lunches in the London office