Customer Complaints Specialist – FCA-Regulated

Likewize; Crewe; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Free on-site gym

On-site car park

Job summary

Likewize is seeking a Customer Relations Executive in Crewe, onsite, to own customer complaints end-to-end. You will investigate escalated cases, gather information, and deliver fair outcomes with clear communication, while complying with FCA regulations and internal SLAs.

This role emphasizes empathy, professionalism and problem-solving in a dynamic environment. You will work within our Customer Relations team to protect customer trust and ensure regulatory and business requirements are met,

Qualifications

• Experience handling customer complaints in a regulated environment.
• Ability to gather information, analyse evidence and reach fair outcomes.
• Strong written and oral communication, with empathy and professionalism.
• Good organisation and time management to handle multiple cases.

Responsibilities

• Take ownership of customer complaints from escalation through to final resolution, ensuring a positive customer experience.
• Investigate cases, review claim information, evidence, and interactions to reach fair and balanced outcomes.
• Communicate with customers via phone and written updates, providing clear and empathetic decisions.
• Ensure all complaints are handled in line with FCA regulations and internal policies.
• Identify trends and opportunities for improvement to enhance outcomes and processes.

Skills

Verbal communication

Written communication

Customer service

Regulatory compliance

Investigative skills

Job description

Likewize is seeking a Customer Relations Executive in Crewe, onsite, to own customer complaints end-to-end. You will investigate escalated cases, gather information, and deliver fair outcomes with clear communication, while complying with FCA regulations and internal SLAs.

This role emphasizes empathy, professionalism and problem-solving in a dynamic environment. You will work within our Customer Relations team to protect customer trust and ensure regulatory and business requirements are met,