Complaint Handling: Manage business-as-usual (BAU) complaints from start to finish, ensuring responses are accurate, fair, and regulatory compliant.
Customer Communication: Be the main point of contact for escalated customer complaints, providing timely, empathetic, and clear updates throughout.
Regulatory Compliance: Ensure your casework aligns with FCA complaint handling standards and any other relevant obligations.
Root Cause Analysis: Investigate complaint trends and root causes. Work cross-functionally (e.g. with Underwriting, Collections) to compile accurate responses and identify areas for improvement.
Reporting: Support complaints reporting and MI activities. Share insights with senior management and escalate emerging issues where appropriate.
Support Other Teams: While you won’t manage complaints escalated to the Financial Ombudsman Service (FOS) yourself, you’ll provide documentation and insight to the team responsible for those.
Documentation: Maintain accurate and timely logs for all complaints in line with internal procedures and system requirements.
Wider Ops Support: Support the operations team with occasional work in fraud handling, account-level queries, or other process-related escalations as needed.
