Job Description:

As a Complaints Executive in Manchester's financial services sector, you'll handle and manage a case load of customer complaints, ensuring they are resolved efficiently and in line with company policies. Your role will help maintain customer satisfaction and compliance by managing issues with care and professionalism.

Client Details

This opportunity is with a company in the financial services industry based in Manchester.

Description

• Investigate and resolve customer complaints in a timely manner, ensuring adherence to internal policies and external regulations.
• Manage a personal caseload of regulated and unregulated complaints from receipt through to resolution, ensuring all complaints are handled fairly, consistently, and within required timescales.
• Conduct thorough and impartial investigations, reviewing customer interactions, account information, policies, procedures, and supporting evidence to determine appropriate outcomes.
• Draft clear, professional, and well-reasoned complaint responses, including Final Response Letters, ensuring compliance with FCA DISP requirements and internal standards.
• Deliver fair customer outcomes in line with FCA Consumer Duty principles and the organisation's customer-focused culture.
• Identify root causes, recurring complaint drivers, and emerging risks through detailed case reviews and complaint analysis.
• Escalate significant risks, systemic issues, and potential regulatory concerns to the Regulated Complaints & FOS Manager and relevant stakeholders.
• Collaborate with operational, quality, risk, compliance, and partner teams to support process improvements and reduce complaint volumes.
• Support responses to Financial Ombudsman Service (FOS) referrals, including the preparation of comprehensive case files and supporting evidence.
• Maintain accurate complaint records and management information, ensuring all regulatory reporting and governance requirements are met.
• Contribute to complaint trend analysis, reporting, and insight activities to support business decision-making and continuous improvement initiatives.

Profile

A successful Complaints Executive should have:

• Strong regulatory and investigative skills with exceptional attention to detail.
• Excellent challenging and influencing abilities, with confidence to provide independent regulatory judgement.
• Strong problem-solving and analytical skills, with the ability to interpret complaints data and identify systemic risks.
• Ability to produce timely, accurate and defensible decisions with minimal supervision.
• Highly organised, with the ability to manage multiple complex complaints and regulatory deadlines.
• Proven experience managing FCA-regulated complaints and within financial services.
• Strong understanding of FCA DISP requirements and the Financial Ombudsman Service framework.
• Customer-focused mindset with strong regulatory judgement and ethical decision-making.

Job Offer

• 6 month fixed term contract with the possibility of going perm.
• Hybrid working after training (2 days in office, 3 days at home). This role is Mon - Fri.
• Central city centre office.
• Excellent team & working culture on offer.
• Excellent career prospects.