• 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

Desirable

• 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
• 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