Customer Complaints & Outcomes Lead

The ReKruit; Bolton; Hybride; GBP 40 000 - 62 000; Plein temps

Résumé du poste

The ReKruit is seeking a balanced and analytical complaints professional to oversee group-wide complaints across the full debt-advice journey in the UK. You will deliver fair outcomes, identify root causes, and translate customer insight into improvements that reduce recurrence and strengthen service quality.

You will investigate complaints impartially, liaise with operational teams and act as a point of contact for the Financial Ombudsman Service, ensuring timely, clear and compliant responses.

Qualifications

• Experience in complaint handling within regulated financial services, debt advice or insolvency.
• Strong written and verbal communication, including plain-English final responses.
• Understanding of root cause analysis, complaint prevention and escalation.
• Knowledge of FCA DISP, Consumer Duty, FOS and insolvency complaint routes.
• Experience with redress, vulnerability, complaints MI, thematic reviews or compliance monitoring.

Responsabilités

• Define complaint points and investigate impartially using records, reviews and case files.
• Assess what happened, the customer impact and the action required to remedy.
• Prepare clear acknowledgements, updates and final responses addressing each point and evidence.
• Meet internal regulatory timescales, maintain records and an audit trail.
• Liaise with operational teams and coordinate with the Financial Ombudsman Service (FOS).
• Support compliance monitoring, audits, regulatory reporting and customer-outcome assessments.

Connaissances

Complaint investigation

Regulated financial services

Communication skills

Formation

Relevant complaint handling, compliance, debt advice or insolvency qualification

Outils

Microsoft 365

CRM systems

Description du poste

The ReKruit is seeking a balanced and analytical complaints professional to oversee group-wide complaints across the full debt-advice journey in the UK. You will deliver fair outcomes, identify root causes, and translate customer insight into improvements that reduce recurrence and strengthen service quality.

You will investigate complaints impartially, liaise with operational teams and act as a point of contact for the Financial Ombudsman Service, ensuring timely, clear and compliant responses.