Complaints Resolution Specialist

1 month ago

Milton Keynes, Milton Keynes, United Kingdom Abound Full time
Complaints Specialist Role

Abound is seeking an experienced Complaints Specialist to join our team in Milton Keynes. As a key member of our customer service team, you will be responsible for managing and resolving customer complaints in a timely and effective manner.

Key Responsibilities:

  • Manage and resolve customer complaints in accordance with FCA guidelines and regulatory standards.
  • Act as the primary point of contact for escalated complaints, providing clear and empathetic communication to customers.
  • Conduct detailed investigations into complaints, identifying trends and root causes, and providing feedback to relevant departments.
  • Prepare regular reports on complaint trends, root cause analysis, and resolution times for senior management.
  • Coordinate with external bodies, such as the Financial Ombudsman Service, to manage and resolve complaints escalated beyond internal resolution processes.

Requirements:

  • Minimum of 3-5 years' experience in a complaint handling role within the financial services industry.
  • In-depth knowledge of FCA regulations, FOS processes, and other relevant UK financial regulations.
  • Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex complaints.

What We Offer:

  • 25 days' holiday a year, plus 8 bank holidays.
  • One month paid sabbatical after 4 years.
  • Free gym membership.
  • Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric.

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