Regulated Complaints Specialist & Investigator

Goodlord; Lincoln; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Development fund

Mental health support

25 days holiday

Paid parental leave

Job summary

Goodlord is seeking a candidate to join our central complaints function in Lincoln, blending two days in-office with remote work for the rest of the week. You will manage the complaints inbox, ensure timely acknowledgements and adhere to FCA rules, maintaining thorough case records and delivering well-reasoned final responses.

The role requires proven complaint handling experience, strong writing skills, and a solid grasp of regulated timelines and evidential standards, with an investigative

Qualifications

• Proven experience in written complaint handling as your main responsibility.
• Strong written communication skills and the ability to write structured, well-reasoned responses.
• Solid understanding of regulated complaint requirements, timelines, and evidential standards.
• Investigative mindset 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 complaint handling

Strong written communication

FCA regulated environment

Investigative skills

Tools

Internal case management systems

Job description

Goodlord is seeking a candidate to join our central complaints function in Lincoln, blending two days in-office with remote work for the rest of the week. You will manage the complaints inbox, ensure timely acknowledgements and adhere to FCA rules, maintaining thorough case records and delivering well-reasoned final responses.

The role requires proven complaint handling experience, strong writing skills, and a solid grasp of regulated timelines and evidential standards, with an investigative