Senior Complaints Specialist

ARC; Greater London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Bonus scheme

Flexible benefits package

Job summary

ARC in London seeks a Senior Complaints Specialist to own the most complex, high-risk cases from initial assessment to Final Response Letter. You will shape standards, coach the team, and act as a technical reference for FCA DISP and FOS compliance across a global client base.

The role requires deep complaints experience in Financial Services or Banking, with a proven track record of resolving difficult cases and guiding processes across markets.

Qualifications

• Significant complaints experience within Financial Services or Banking.
• Excellent working knowledge of FCA DISP & FOS processes, including SRC & Final Response Letters.
• Track record of resolving complex or contentious cases to a high standard.
• Experience across multiple jurisdictions preferred.

Responsibilities

• Handle complaints across the company's global client base, applying FCA DISP and applicable local requirements.
• Act as a quality reference point, reviewing cases, identifying errors and coaching where needed.
• Support the development & documentation of complaint processes & standards across markets.
• Contribute to MI & reporting, identifying trends & themes that drive improvement.
• Liaise directly with Compliance on regulatory queries, FOS referrals & DISP compliance.
• Support root cause analysis & feed insights into operational and product improvement.
• Help onboard and upskill team members as the function grows.

Skills

Complaints handling

Financial services

FCA DISP knowledge

FOS processes

Final Response Letters

Job description

• Job Title/Location: Senior Complaints Specialist, London
• Salary: c.£60,000 + c.7.5% bonus + 12% flexible benefits package
• Office/WFH: Office based 3 days & WFH 2 days
• Requirements: Strong level of complaints experience within Financial Services/Banking, excellent working knowledge of FCA DISP & FOS processes, including SRC & Final Response Letters
• Role Snapshot: A brand new team for whom you will own & resolve escalated complex & high-risk complaints through to Final Response Letter. This is across their global base, taking in several companies

The Company/Team:

This global, FTSE100 business operate several trusted brands with the group serving just under 1.5 million customers worldwide, providing stock/investment trading via its platforms. The roles are open as this is a brand-new team being put together.

The Role:

The Senior Complaints Specialist owns the most complex and high-risk complaints end to end, from initial assessment through to Final Response Letter, support quality assurance across the team and help set the standards and processes that define how they handle complaints. You will act as a technical reference point for the team and a key voice in shaping how the function develops. In addition to the above, other key responsibilities include:

• Handle complaints across the company's global client base, applying FCA DISP and applicable local requirements
• Act as a quality reference point, reviewing cases, identifying errors and coaching where needed
• Support the development & documentation of complaint processes & standards across markets
• Contribute to MI & reporting, identifying trends & themes that drive improvement
• Liaise directly with Compliance on regulatory queries, FOS referrals & DISP compliance
• Support root cause analysis & feed insights into operational and product improvement
• Help onboard and upskill team members as the function grows

Experience/Skills Required:

For the Senior Complaints Specialist role, our client requires people who have significant complaints experience within Financial Services or Banking with excellent working knowledge of FCA DISP & FOS processes, including SRC and final response requirements. They would like to see a track record of resolving complex or contentious cases to a high standard, a strong communicator and ideally experience of complaints across multiple jurisdictions.

Additional Information:

The salary for the Senior Complaints Specialist role is c.£60,000 with an average bonus of c.7.5% and a 12% flexible benefits package.