Complaint Resolution Specialist – FCA & Insurance

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

Benefits offered by this job

Uncapped leave

Enhanced parental leave

Share of profits bonus

Discounted dental and private medical

Job summary

Future Publishing in Cardiff is hiring for a Customer Complaints role within the team responsible for resolving customer queries and ensuring fair outcomes across our insurance products. You will work under the Senior Complaints Manager, investigate issues, and draft professional responses while maintaining FCA compliance.

The role requires strong written communication, active listening, and excellent attention to detail.

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.

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

Customer complaints handling

FCA compliance knowledge

Written communication

Active listening

Attention to detail

Microsoft Office

Google Workspace

Slack

Tools

Microsoft Office

Excel

Google Workspace

Slack

Job description

Future Publishing in Cardiff is hiring for a Customer Complaints role within the team responsible for resolving customer queries and ensuring fair outcomes across our insurance products. You will work under the Senior Complaints Manager, investigate issues, and draft professional responses while maintaining FCA compliance.

The role requires strong written communication, active listening, and excellent attention to detail.