Customer Complaints & Resolution Specialist (FCA)

Likewize Device Protection UK Limited; Crewe; On-site; GBP 26,000 - 32,000; Full time

Job summary

Likewize Device Protection UK Limited in Crewe is seeking a Customer Relations Executive to own customer complaints from escalation to final resolution. You will investigate complex cases, gather evidence, and communicate clearly with customers by phone and in writing, ensuring fair outcomes in line with FCA regulations.

This on-site role rewards problem solving, empathy in sensitive conversations, and timely updates as you protect customer trust while supporting internal processes and

Qualifications

• Strong verbal and written communication skills.
• Experience handling customer complaints, escalations, or resolving complex customer issues in a regulated environment.
• A thorough and investigative approach, with the ability to gather information, analyse evidence, and reach fair outcomes.
• Excellent organisation and time management skills, with the ability to manage multiple cases while maintaining attention to detail.
• A customer-focused mindset with a good understanding of FCA regulations and a commitment to delivering positive customer outcomes.

Responsibilities

• Take ownership of customer complaints from escalation through to final resolution, ensuring a positive customer experience throughout.
• Investigate complaint cases thoroughly, reviewing claim information, evidence, and customer interactions to reach fair and balanced outcomes.
• Communicate with customers via phone and written correspondence, providing clear, professional, and empathetic updates and decisions.
• Ensure all complaints are handled in line with FCA regulations, internal policies, and agreed service level agreements.
• Identify trends, recurring issues, and opportunities for improvement to help enhance customer outcomes and business processes.

Job description

Likewize Device Protection UK Limited in Crewe is seeking a Customer Relations Executive to own customer complaints from escalation to final resolution. You will investigate complex cases, gather evidence, and communicate clearly with customers by phone and in writing, ensuring fair outcomes in line with FCA regulations.

This on-site role rewards problem solving, empathy in sensitive conversations, and timely updates as you protect customer trust while supporting internal processes and