Customer Complaints Investigator (FCA)

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

Benefits offered by this job

Uncapped leave

Enhanced parental leave

Private medical care

Profit share bonus

Share Incentive Plan

Pension scheme

Job summary

Future’s Cardiff-based Customer Complaints team is hiring a dedicated complaints handler. You’ll manage and resolve customer complaints, investigate issues, and draft professional responses using Microsoft Office, Excel, Google Workspace, and Slack.

You’ll work with operations and compliance to ensure FCA guidelines are followed, logging data and coordinating resolutions to deliver fair outcomes for customers daily.

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

Complaint handling

FCA compliance knowledge

Written communication

Active listening

Attention to detail

Tools

Microsoft Office

Excel

Google Workspace

Slack

Job description

Future’s Cardiff-based Customer Complaints team is hiring a dedicated complaints handler. You’ll manage and resolve customer complaints, investigate issues, and draft professional responses using Microsoft Office, Excel, Google Workspace, and Slack.

You’ll work with operations and compliance to ensure FCA guidelines are followed, logging data and coordinating resolutions to deliver fair outcomes for customers daily.