Complaints Specialist

About the role

The Complaints Specialist will manage and resolve customer complaints while ensuring compliance with FCA and FOS regulations. This role requires balancing customer service with business acumen to deliver fair outcomes based on individual financial circumstances. You will conduct root cause analysis and coordinate with internal and external stakeholders to improve service delivery.

Responsibilities

• Manage and resolve customer complaints in a timely and effective manner, ensuring compliance with regulatory standards.
• Act as the primary point of contact for escalated complaints, providing clear and empathetic communication.
• Ensure all complaint handling processes comply with FCA guidelines and Financial Ombudsman Service requirements.
• Conduct detailed investigations into complaints to identify trends and root causes for service improvement.
• Prepare regular reports on complaint trends and resolution times for senior management.
• Coordinate with external bodies such as the Financial Ombudsman Service to manage escalated complaints.
• Maintain accurate records of all complaints, resolutions, and actions taken in company systems.

Required skills

• Customer Services
• Complaints handling
• FCA regulations
• FOS processes
• Analytical skills
• Problem-solving
• Decision-making

Qualifications

• 3-5 years of experience in a complaint handling role within the financial services industry

Benefits

• Equity
• 25 days holiday plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership
• Team wellness budget

About the Company

Abound is a rapidly growing fintech redefining consumer lending in the UK using advanced AI and Open Banking data. Backed by top-tier investors, the company focuses on fair, affordable personal finance by assessing a customer's full financial picture.