FCA-Regulated Complaints Specialist

Goodlord; Oklahoma; Hybrid; USD 37,000 - 49,000; Full time

Benefits offered by this job

Grow with Goodlord

Well-being support

25 days holiday + bank holidays

Job summary

Goodlord is seeking a dedicated complaints specialist to join our central complaints function. You will manage the complaints inbox, ensure timely acknowledgements, and respond with well-structured, regulated final letters.

You’ll work in a hybrid setup with 2 days in our Lincoln City Centre office and 3 days remote, contributing to fair, thorough resolutions in line with FCA guidelines and internal standards.

Qualifications

• Proven experience in written complaint handling as your main responsibility.
• Strong written communication skills and the ability to write structured, well-reasoned responses.
• A solid understanding of regulated complaint requirements, timelines, and evidential standards.
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant.

Responsibilities

• Manage 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

Regulated complaint requirements

Investigative mindset

Job description

Goodlord is seeking a dedicated complaints specialist to join our central complaints function. You will manage the complaints inbox, ensure timely acknowledgements, and respond with well-structured, regulated final letters.

You’ll work in a hybrid setup with 2 days in our Lincoln City Centre office and 3 days remote, contributing to fair, thorough resolutions in line with FCA guidelines and internal standards.