FCA Complaints Specialist – Fair, Clear Resolutions

Zenith Group; Leeds; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus

Job summary

Zenith Group in Leeds is seeking a Complaints Executive to manage a varied caseload within an FCA-regulated environment. You will investigate, resolve and communicate fair outcomes for customers, from bank-style queries to complex process issues, across multiple systems.

You’ll work three days a week in our Leeds Kirkstall Forge office, with a focus on accuracy, clarity and timely responses, while building strong internal and external relationships.

Qualifications

• Experience handling complaints in a regulated FCA environment.
• Strong communication and the ability to tailor your approach.
• Comfortable using multiple systems and learning new tools.
• Ability to multi-task and take accurate notes under time pressure.
• Clear, concise written communication focused on accuracy.
• Well-organised with ability to prioritise changing workloads.
• Calm, resilient handling high-pressure or emotional situations.
• Commitment to delivering fair and positive outcomes for customers.

Responsibilities

• Manage a personal caseload and address complaints within timescales.
• Own end-to-end complaints process from initial contact to final response with FCA alignment.
• Conduct clear investigations and communicate outcomes transparently.
• Use written and verbal communication to support customers and remove obstacles.
• Handle complex or sensitive issues calmly and constructively.
• Document every interaction in the complaint record.
• Identify trends and feed insights to drive improvement.
• Contribute to calibration sessions and share learning.
• Work across multiple systems to gather information and manage cases.
• Build relationships with internal teams and external stakeholders.
• Assist colleagues with queries during busy periods.

Skills

Complaints handling

Regulated environment

Communication skills

Multi-tasking

Written communication

Organised

Resilience

Customer outcomes

Job description

Zenith Group in Leeds is seeking a Complaints Executive to manage a varied caseload within an FCA-regulated environment. You will investigate, resolve and communicate fair outcomes for customers, from bank-style queries to complex process issues, across multiple systems.

You’ll work three days a week in our Leeds Kirkstall Forge office, with a focus on accuracy, clarity and timely responses, while building strong internal and external relationships.