Complaints Officer

Complaints Officer - Exciting Opportunity (Apply Now!)

We have new permanent opportunities available in our Complaints Team.

The Role

In the Complaints Team, you'll play a key role in delivering fair and high-quality outcomes for our customers. You'll take ownership of complaints from start to finish, including complex and escalated cases, ensuring every case is handled with care, accuracy, and in line with regulatory requirements.

You'll also be responsible for managing interactions with external bodies such as the Financial Ombudsman Service, handling Data Subject Access Requests (DSAR's), and responding to customer feedback. This role requires a strong balance of investigation, regulatory awareness, and customer focus, resolving issues while ensuring compliance and maintaining trust and confidence in our brand.

Why move into Complaints?

Complaints is one of the most impactful areas of the business. It's where we can turn things around for our customers and truly show what we stand for.

• Build highly valued skills - Develop investigation, decision-making, and problem-solving skills
• Make a real impact - Help customers at critical moments and deliver fair outcomes
• Grow your confidence - Strengthen communication, influencing, and resilience
• Broaden your knowledge - Gain exposure across teams, products, and processes
• Open up career opportunities - A strong pathway into compliance, operations, and leadership roles

What You'll Be Doing

Take Ownership of Complaints
Manage customer complaints across phone, written, and online channels - investigating thoroughly and driving them through to resolution.

Deliver Fair Outcomes
Review each case carefully, making balanced decisions that are fair to both the customer and the business.

Handle Escalations & Regulatory Requests
Manage escalated cases, including those referred to the Financial Ombudsman Service, and take ownership of DSAR's, ensuring all responses are accurate, thorough, and delivered within regulatory timeframes.

Work Across Teams
Collaborate with internal departments and external bodies (including the Financial Ombudsman Service) to gather information and resolve cases effectively.

Communicate with Confidence
Speak with customers to understand concerns, explain outcomes clearly, and ensure they feel heard throughout the process.

Manage Customer Feedback
Review, respond to, and learn from customer feedback to identify trends and support continuous improvement in service delivery.

Maintain Accuracy
Keep detailed and accurate records, manage multiple cases, and produce high-quality final response letters.

Key Attributes for Success

• Empathetic & Customer-Focused - You support customers with care and professionalism, ensuring all complaints and feedback are handled sensitively and fairly.
• Strong Decision-Maker - You can assess information and make fair, confident decisions.
• Excellent Communicator - Clear, calm, and confident when dealing with customers, internal stakeholders, and external bodies such as the Financial Ombudsman Service.
• Detail-Oriented - High levels of accuracy across multiple cases ensuring all work meets regulatory and data protection requirements.
• Resilient & Adaptable - Effectively manages a demanding and varied workload, including complex complaints, escalations, and sensitive requests.
• Continuous Improvement Mindset - Able to identify themes in complaints and customer feedback, using insights to support improvements in processes and customer experience.