Cardiff-Based FCA Complaints Specialist (Hybrid)

Future PLC; Cardiff; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Uncapped leave

Enhanced parental leave

Discounted dental care and private医療

Job summary

Future PLC in Cardiff is seeking a Customer Complaints Specialist to manage and resolve customer complaints, ensuring fair outcomes. You'll investigate issues, identify root causes, and draft clear responses using MS Office, Excel, Google Workspace and Slack.

This hybrid role requires FCA awareness and strong written communication, with 3 days per week at the Cardiff office. The role offers uncapped leave, enhanced parental leave and a profit share when targets are met.

Qualifications

• Experience handling, investigating, and resolving customer complaints or complex service queries.
• Knowledge of financial services, insurance products, or FCA compliance guidelines.
• Strong written communication skills with the ability to compose clear customer correspondence.
• Active listening skills with a constructive approach to conflict resolution.
• Proficiency using Microsoft Office, Excel, Google Workspace, and Slack.
• Strong attention to detail with the ability to maintain accurate case records.

Responsibilities

• Investigate and resolve customer complaints received via telephone, email, and written correspondence.
• Identify the root cause of customer issues and determine fair resolutions in line with FCA standards.
• Draft clear, professional response letters and emails explaining investigation findings.
• Log all complaint data accurately across Microsoft Excel, Google Sheets, and internal systems.
• Work alongside internal compliance and partner teams to resolve complex customer inquiries.
• Share customer feedback and complaint insights with team managers to help improve operational processes.

Skills

Complaint handling

FCA compliance

Written communication

Active listening

Attention to detail

Tools

Microsoft Office

Excel

Google Workspace

Slack

Job description

Future PLC in Cardiff is seeking a Customer Complaints Specialist to manage and resolve customer complaints, ensuring fair outcomes. You'll investigate issues, identify root causes, and draft clear responses using MS Office, Excel, Google Workspace and Slack.

This hybrid role requires FCA awareness and strong written communication, with 3 days per week at the Cardiff office. The role offers uncapped leave, enhanced parental leave and a profit share when targets are met.