Senior Complaints & Compliance Specialist

Leasys S.p.A.; Coventry; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Leasys S.p.A. is seeking a complaints and disputes professional to assess, investigate, and decide outcomes promptly while maintaining excellent records. The role covers GDPR data handling, DSARs, and regulatory alignment, with hybrid work and two days per week in Pinley House.

Salary is £30-£35k depending on experience. Key duties include resolving FOS/BVRLA complaints, coordinating with dealers and internal teams, and ensuring timely responses within defined SLAs.

Qualifications

• Previous experience in a customer services environment is essential.
• Experience in handling complaints in a financial environment.
• Good knowledge of Complaints Regulation.

Responsibilities

• Manage and resolve FOS and BVRLA complaints in line with Customer Care processes and regulatory requirements.
• Investigate complaints end-to-end, working with internal teams and external partners (dealers, brokers, suppliers).
• Make fair, well-reasoned decisions on outcomes, including redress, ensuring they withstand regulatory and ADR scrutiny.
• Handle a high-volume caseload, ensuring all complaints are resolved within regulatory timelines.

Skills

Customer focus

Communication skills

Negotiation

Deadline driven

Adaptability

Tools

Excel

Word

Job description

Leasys S.p.A. is seeking a complaints and disputes professional to assess, investigate, and decide outcomes promptly while maintaining excellent records. The role covers GDPR data handling, DSARs, and regulatory alignment, with hybrid work and two days per week in Pinley House.

Salary is £30-£35k depending on experience. Key duties include resolving FOS/BVRLA complaints, coordinating with dealers and internal teams, and ensuring timely responses within defined SLAs.