Complaints Executive- FCA

Michael Page (UK); Manchester; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Hybrid working after training

Central Manchester office

Strong team culture

Career progression

Job summary

Michael Page (UK) is representing a financial services organisation in Manchester seeking a Complaints Executive to handle FCA-regulated complaints. You will investigate, document, and resolve cases, ensuring compliance with DISP and regulatory standards, while maintaining a strong customer-focused approach.

The role emphasizes risk assessment, timely outcomes, and collaboration with multiple teams to reduce complaints and drive improvements.

Qualifications

• Strong regulatory and investigative skills with exceptional attention to detail.
• Excellent challenging and influencing abilities, with confidence to provide independent regulatory judgement.
• Strong problem-solving and analytical skills, with the ability to interpret complaints data and identify systemic risks.
• Ability to produce timely, accurate and defensible decisions with minimal supervision.
• Highly organised, with the ability to manage multiple complex complaints and regulatory deadlines.
• Proven experience managing FCA-regulated complaints and within financial services.
• Strong understanding of FCA DISP requirements and the Financial Ombudsman Service framework.
• Customer-focused mindset with strong regulatory judgement and ethical decision-making.

Responsibilities

• Investigate and resolve customer complaints in a timely manner, ensuring adherence to internal policies and external regulations.
• Manage a personal caseload of regulated and unregulated complaints from receipt through to resolution, ensuring all complaints are handled fairly, consistently, and within required timescales.
• Conduct thorough and impartial investigations, reviewing customer interactions, account information, policies, procedures, and supporting evidence to determine appropriate outcomes.
• Draft clear, professional, and well-reasoned complaint responses, including Final Response Letters, ensuring compliance with FCA DISP requirements and internal standards.
• Deliver fair customer outcomes in line with FCA Consumer Duty principles and the organisation's customer-focused culture.
• Identify root causes, recurring complaint drivers, and emerging risks through detailed case reviews and complaint analysis.
• Escalate significant risks, systemic issues, and potential regulatory concerns to the Regulated Complaints & FOS Manager and relevant stakeholders.
• Collaborate with operational, quality, risk, compliance, and partner teams to support process improvements and reduce complaint volumes.
• Support responses to Financial Ombudsman Service (FOS) referrals, including the preparation of comprehensive case files and supporting evidence.
• Maintain accurate complaint records and management information, ensuring all regulatory reporting and governance requirements are met.
• Contribute to complaint trend analysis, reporting, and insight activities to support business decision-making and continuous improvement initiatives.

Skills

Regulatory procedures

Investigations

Complaint handling

FCA DISP

Risk assessment

Analytical skills

Job description

• 6 month fixed term contract with the possibility of going perm!
• Competitive salary on offer!

About Our Client

This opportunity is with a company in the financial services industry based in Manchester.

Job Description

• Investigate and resolve customer complaints in a timely manner, ensuring adherence to internal policies and external regulations.
• Manage a personal caseload of regulated and unregulated complaints from receipt through to resolution, ensuring all complaints are handled fairly, consistently, and within required timescales.
• Conduct thorough and impartial investigations, reviewing customer interactions, account information, policies, procedures, and supporting evidence to determine appropriate outcomes.
• Draft clear, professional, and well-reasoned complaint responses, including Final Response Letters, ensuring compliance with FCA DISP requirements and internal standards.
• Deliver fair customer outcomes in line with FCA Consumer Duty principles and the organisation's customer-focused culture.
• Identify root causes, recurring complaint drivers, and emerging risks through detailed case reviews and complaint analysis.
• Escalate significant risks, systemic issues, and potential regulatory concerns to the Regulated Complaints & FOS Manager and relevant stakeholders.
• Collaborate with operational, quality, risk, compliance, and partner teams to support process improvements and reduce complaint volumes.
• Support responses to Financial Ombudsman Service (FOS) referrals, including the preparation of comprehensive case files and supporting evidence.
• Maintain accurate complaint records and management information, ensuring all regulatory reporting and governance requirements are met.
• Contribute to complaint trend analysis, reporting, and insight activities to support business decision-making and continuous improvement initiatives.

The Successful Applicant

A successful Complaints Executive should have:

• Strong regulatory and investigative skills with exceptional attention to detail.
• Excellent challenging and influencing abilities, with confidence to provide independent regulatory judgement.
• Strong problem-solving and analytical skills, with the ability to interpret complaints data and identify systemic risks.
• Ability to produce timely, accurate and defensible decisions with minimal supervision.
• Highly organised, with the ability to manage multiple complex complaints and regulatory deadlines.
• Proven experience managing FCA-regulated complaints and within financial services.
• Strong understanding of FCA DISP requirements and the Financial Ombudsman Service framework.
• Customer-focused mindset with strong regulatory judgement and ethical decision-making.

What's on Offer

• 6 month fixed term contract with the possibility of going perm.
• Hybrid working after training (2 days in office, 3 days at home). This role is Mon - Fri.
• Central city centre office.
• Excellent team & working culture on offer.
• Excellent career prospects.