Hybrid Complaints & Compliance Specialist

Abound; Milton Keynes; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Equity

Hybrid work

25 days holiday

Bank holidays

Volunteer days

Sabbatical

Employee loan

Free gym

Wellness budget

Job summary

Abound in Milton Keynes is seeking an experienced Complaints Specialist to balance customer service, compliance and business sense. You will resolve customer complaints, ensuring accurate, clear responses in line with regulatory standards.

You will work in a hybrid role, three days in the Milton Keynes office with occasional London office visits, and collaborate with underwriting and collections to identify root causes and improve service delivery.

Qualifications

• 3–5 years' experience in a complaint handling role within financial services.
• In-depth knowledge of FCA regulations and FOS processes.
• Excellent written and verbal communication, with sensitivity to handling difficult situations.

Responsibilities

• Handle and resolve customer complaints in a timely, compliant manner.
• Be primary contact for escalated complaints with clear communication.
• Ensure processes comply with FCA and FOS guidelines.
• Conduct root cause analysis and coordinate with underwriting and collections.
• Prepare reports on complaint trends for senior management.
• Coordinate with external bodies like the FOS.
• Support complaints MI and raise issues to management.
• Maintain accurate records of complaints and actions.
• Assist with fraud handling and general queries.

Skills

Complaint handling

FCA regulations

Analytical skills

Communication

Attention to detail

Job description

Abound in Milton Keynes is seeking an experienced Complaints Specialist to balance customer service, compliance and business sense. You will resolve customer complaints, ensuring accurate, clear responses in line with regulatory standards.

You will work in a hybrid role, three days in the Milton Keynes office with occasional London office visits, and collaborate with underwriting and collections to identify root causes and improve service delivery.