Complaints & Regulatory Compliance Lead

Abound; Milton Keynes; Hybride; GBP 35 000 - 42 000; Plein temps

Avantages offerts par ce poste

Equity

Hybrid working model

25 days holiday + 8 bank holidays

2 volunteering days/year

1 month sabbatical after 4 years

Employee loan

Free gym membership

Team wellness budget

Résumé du poste

Abound is seeking an experienced Complaints Specialist to balance customer service, complaints handling and business sense. The role is based in Milton Keynes with a hybrid pattern—3 days per week in the Milton Keynes office and occasional London attendance.

This position requires 3-5 years in complaint handling within financial services, with strong FCA/FOS knowledge and excellent communication, analytical, and detail-oriented skills.

Qualifications

• 3-5 years of experience in a complaint handling role within the financial services industry, preferably in lending.
• In-depth knowledge of FCA regulations, FOS processes, and other relevant UK financial regulations.
• Excellent written and verbal communication, with the ability to handle sensitive situations with tact and professionalism.
• High level of accuracy and attention to detail in documentation and analysis.

Responsabilités

• Manage and resolve customer complaints in a timely and compliant manner.
• Serve as the primary point of contact for escalated complaints, providing clear communication to customers.
• Ensure all complaint handling processes comply with FCA guidelines, FOS requirements, and other regulations.
• Conduct detailed investigations into complaints, identify trends and root causes, and coordinate responses with underwriting and collections.
• Prepare regular reports on complaint trends, root cause analysis, and resolution times for senior management.
• Coordinate with external bodies, such as the Financial Ombudsman Service, for escalated complaints.
• Maintain accurate records of all complaints, resolutions, and actions in the company systems.
• Support complaints MI and elevate issues to senior management where needed.

Connaissances

Complaint handling

Analytical skills

Problem-solving

Decision-making

Communication

Attention to detail

Description du poste

Abound is seeking an experienced Complaints Specialist to balance customer service, complaints handling and business sense. The role is based in Milton Keynes with a hybrid pattern—3 days per week in the Milton Keynes office and occasional London attendance.

This position requires 3-5 years in complaint handling within financial services, with strong FCA/FOS knowledge and excellent communication, analytical, and detail-oriented skills.