Oversight Complaints & Banking Administrator

Eden Scott; City of Edinburgh; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading banking institution is seeking a proactive Oversight Complaints & Banking Administrator in Edinburgh. The role involves enhancing client outcomes by managing complaints and ensuring regulatory compliance within Commercial Banking. Successful candidates will have a strong grasp of FCA standards and the ability to drive operational improvements.

Qualifications

• Strong working knowledge of FCA DISP and risk management frameworks.
• Experience in complaints oversight or operational risk in financial services.
• Excellent interpersonal and stakeholder engagement skills.

Responsibilities

• Lead oversight of all banking complaints across Commercial products.
• Ensure complaint handling complies with FCA DISP and internal procedures.
• Conduct root cause analysis to identify trends and gaps.

Skills

Analytical skills

Interpersonal skills

Stakeholder engagement

Job description

Eden Scott is proud to be partnering with a leading banking institution to recruit a detail-focused and proactive Oversight Complaints & Banking Administrator based in Edinburgh. This key role supports the operational oversight of complaints handling, risk management and regulatory compliance across the Bank's Commercial Banking function.
You'll be instrumental in improving client outcomes, ensuring high-quality complaint resolution aligned with FCA/PRA standards and strengthening first-line risk and control processes.

Key Responsibilities:

Lead oversight of all banking complaints across Commercial products.
Ensure complaint handling complies with FCA DISP and internal procedures.
Conduct and review and assess outcomes and identify issues.
Perform root cause analysis to identify trends, gaps, and systemic issues.
Collaborate with operational teams to drive service improvements.
Maintain dashboards and prepare reporting for senior governance forums.
Support risk event recording, categorisation, investigation, and resolution.
Liaise with Risk & Compliance teams to ensure regulatory alignment.
Assist in preparing accurate regulatory returns (e.g., PSD001/PSD007).
Draft clear, fair, and compliant client communications (e.g., rate change notices, annual statements).
Champion process improvements and maintain accurate documentation.
Support delivery of the Commercial Training & Competence (T&C) framework.
Track and monitor audit/regulatory actions for timely closure.

Key Stakeholders:

Heads of Banking
Client Services & Operations
Risk, Compliance & Legal
Finance & Regulatory Reporting
Product & Change Teams

Person Specification:

Strong working knowledge of FCA DISP and risk management frameworks.
Experience in complaints oversight or operational risk in financial services.
Excellent interpersonal and stakeholder engagement skills.
Strong analytical skills and data-driven problem-solving abilities.
High standard of written communication with a focus on regulatory clarity.

Desirable Experience:

Knowledge of regulatory returns (e.g., PSD001/PSD007).
Understanding of lending products and commercial banking processes.

This is a fantastic opportunity to join a collaborative and high-performing team, with scope to make a real impact on client experience, operational quality, and regulatory excellence.

If you feel you can rise to the challenge, please contact Karen Kerr at the earliest opportunity on 0131 550 1129 or e-mail [e-mail]

Eden Scott offers the services of permanent and temporary employment, this position may be just one of numerous opportunities we are handling that you could have an interest in pursuing. If you have not been in touch with us before please call us on 0131 550 1100 or drop off a CV at [e-mail] and we will make sure the most relevant Consultant gets back to you as soon as possible.
Please note that we never send CVs anywhere without your prior consent