Senior Complaints Specialist – Global Escalations Leader

ARCC CONSULTING LIMITED; Harrow; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Performance bonus

Flexible benefits package

Job summary

ARCC CONSULTING LIMITED is seeking a Senior Complaints Specialist in London. You will own and resolve escalated, high-risk complaints end to end, across a global client base, while shaping processes and standards for the function.

You will apply FCA DISP and FOS requirements, act as a quality reference, and help onboard a growing team. This role combines investigative rigor with stakeholder liaison across Compliance and Operations.

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 high-risk complaints across multiple jurisdictions.

Responsibilities

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

Skills

Complaints handling

FCA DISP/FOS knowledge

Final Response Letters

Job description

ARCC CONSULTING LIMITED is seeking a Senior Complaints Specialist in London. You will own and resolve escalated, high-risk complaints end to end, across a global client base, while shaping processes and standards for the function.

You will apply FCA DISP and FOS requirements, act as a quality reference, and help onboard a growing team. This role combines investigative rigor with stakeholder liaison across Compliance and Operations.