Complaints and Fraud officer

Kpi-Recruiting-Ltd; Crewe; Hybrid; GBP 17,000 - 28,000; Part time

Benefits offered by this job

Hybrid working

Competitive benefits

Job summary

Kpi-Recruiting-Ltd is seeking a Complaints & Fraud Officer on a part-time basis (25-30 hours per week) with hybrid working. The role focuses on FCA compliance, complaints handling and fraud investigations within a highly regulated environment.

You will manage and investigate complaints in line with FCA DISP, handle Ombudsman cases, support debt recovery, and produce regular reporting for senior stakeholders.

Qualifications

• Proven experience managing complaints within a regulated environment.
• Demonstrable experience handling Ombudsman complaints.
• Strong knowledge of the FCA Complaints Handbook (DISP).
• In-depth understanding of Consumer Duty principles.
• Experience FCA complaints reporting.
• Knowledge of fraud investigation and debt recovery practices.

Responsibilities

• Manage and investigate customer complaints in line with FCA requirements and internal procedures.
• Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
• Support fraud investigations and debt recovery activities.
• Prepare and submit FCA complaints reporting.
• Analyse complaints and fraud trends, providing actionable insights and recommendations.
• Produce management information and reports for senior stakeholders.
• Coordinate team workloads to ensure service and regulatory standards are met.
• Conduct quality assurance reviews and identify opportunities for improvement.
• Coach, support and develop colleagues to enhance capability and performance.
• Build effective relationships with stakeholders across the organisation.

Skills

Complaints handling

Regulatory compliance

Fraud investigations

FCA DISP knowledge

Excel proficiency

Tools

Excel

Job description

Complaints & Fraud Officer

Part-Time (25-30 Hours per Week) | Hybrid Working

Salary: Up to £28,000 FTE (Pro Rata)

A highly regulated organisation is seeking an experienced Complaints & Fraud Officer to join its team on a part-time basis. This is an excellent opportunity for a motivated and analytical professional with a strong background in complaints handling, regulatory compliance and fraud investigations.

Working within a fast-paced environment, you will play a key role in ensuring fair customer outcomes, maintaining regulatory standards and supporting continuous improvement initiatives across the business.

Key Responsibilities

• Manage and investigate customer complaints in line with FCA requirements and internal procedures.
• Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
• Support fraud investigations and debt recovery activities.
• Prepare and submit FCA complaints reporting.
• Analyse complaints and fraud trends, providing actionable insights and recommendations.
• Produce management information and reports for senior stakeholders.
• Coordinate team workloads to ensure service and regulatory standards are met.
• Conduct quality assurance reviews and identify opportunities for improvement.
• Coach, support and develop colleagues to enhance capability and performance.
• Build effective relationships with stakeholders across the organisation.

About You

You will have:

• Proven experience managing complaints within a highly regulated environment, ideally within Financial Services.
• Demonstrable experience handling Ombudsman complaints.
• Strong knowledge of the FCA Complaints Handbook (DISP).
• In-depth understanding of Consumer Duty principles.
• Experience of FCA complaints reporting.
• Knowledge of fraud investigation and debt recovery practices.
• Strong stakeholder management and communication skills.
• Intermediate Excel skills with the ability to interpret data and identify trends.
• Experience producing reports for senior management audiences.
• Experience coordinating team activities and conducting quality assurance reviews.
• Proven ability to train, coach and support colleagues.
• A proactive, investigative and continuous improvement mindset.

What's on Offer?

• Salary up to £28,000 FTE (pro rata).
• Part-time role working 25-30 hours per week across 5 days.
• Hybrid working arrangement.
• Opportunity to join a collaborative and supportive team.
• Varied role with significant responsibility and impact.
• Competitive benefits package.

If you have a passion for delivering fair customer outcomes, a strong understanding of FCA complaint handling requirements and experience within a regulated environment, we'd love to hear from you.

INDCOM