FCA-Regulated Complaints Specialist | Hybrid

Goodlord; Lincoln; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Development fund

Bi-weekly coaching

25 days holiday

Paid parental leave

Team culture

Job summary

Goodlord is a growing property tech company in Lincoln, offering a central complaints role with a hybrid schedule—two days in the Lincoln City Centre office and three days remote (or office if you prefer).

You’ll manage the complaints inbox, ensure timely acknowledgements, and handle cases in line with FCA and internal procedures. The role focuses on clear written responses, records, and cross-team collaboration to drive improvements.

Qualifications

• Proven experience in written complaint handling as your main responsibility.
• Strong written communication skills and the ability to write structured, well-reasoned responses.
• A solid understanding of regulated complaint requirements, timelines, and evidential standards.
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant.

Responsibilities

• Manage our complaints inbox and ensure acknowledgements and timelines are met.
• Handle complaints in line with FCA and internal procedures.
• Maintain accurate records, notes and documentation.
• Investigate cases thoroughly using internal systems and cross-team collaboration.
• Write high-quality final response letters addressing all aspects of a complaint.
• Spot patterns and work with teams to improve processes.

Skills

Written complaints

Written communication

Regulated timelines

Investigative reasoning

Job description

Goodlord is a growing property tech company in Lincoln, offering a central complaints role with a hybrid schedule—two days in the Lincoln City Centre office and three days remote (or office if you prefer).

You’ll manage the complaints inbox, ensure timely acknowledgements, and handle cases in line with FCA and internal procedures. The role focuses on clear written responses, records, and cross-team collaboration to drive improvements.