Complaints Lead: End-to-End Ownership & Outcomes

Mis-sold Expert; Manchester; Presencial; GBP 32 000 - 40 000; Tempo integral

Resumo da oferta

Mis-Sold Expert in Manchester City Centre is seeking a Complaints Lead to own the complaints function. You’ll manage cases end to end, decide outcomes, and draft final responses tailored to each customer, not templates.

You’ll work with Compliance, QA and operational leadership, but the complaints function is yours to run and shape as we grow. FCA DISP experience and identifying recurring issues are highly valued.

Qualificações

• Own complaints end to end, from receipt and investigation through to a clear final response written for that specific customer, not from a template.
• Make the call on outcomes and redress yourself, including telling a customer their complaint isn’t upheld and standing behind that decision.
• Worked to FCA DISP rules and timescales without needing a checklist to remind you.
• Handled Financial Ombudsman referrals and built case files that hold up.

Responsabilidades

• Running your own caseload and making independent, evidence-based decisions on outcome and redress
• Writing direct, well-reasoned final responses, including when the answer is difficult
• Working with team leaders across the business to investigate issues and fix what’s causing complaints
• Spotting where unclear customer communications or processes create avoidable complaints, and taking the lead on improving them
• Feeding complaint trends and root causes into MI, so leadership can act on them
• Handling vulnerable or distressed customers with empathy while staying objective

Conhecimentos

Complaints handling

FCA rules

Independent decision-making

Descrição da oferta de emprego

Mis-Sold Expert in Manchester City Centre is seeking a Complaints Lead to own the complaints function. You’ll manage cases end to end, decide outcomes, and draft final responses tailored to each customer, not templates.

You’ll work with Compliance, QA and operational leadership, but the complaints function is yours to run and shape as we grow. FCA DISP experience and identifying recurring issues are highly valued.