Complaints Executive 6 month FTC

To deliver fair timely and outcome-focused resolution of customer complaints in line with FCA DISP requirements Consumer Duty obligations and the organisations commitment to delivering good customer outcomes.

The role holder is responsible for investigating complaints end-to-end ensuring accurate recording robust root cause analysis and clear customer communication while supporting continuous improvement and regulatory compliance across the business.

Key Responsibilities

• Conduct thorough balanced and timely investigations into customer complaints reaching fair and evidence-based outcomes in line with FCA DISP rules and Consumer Duty requirements.
• Ensure all complaints are handled within regulatory timeframes and in accordance with FCA requirements internal policies and Consumer Duty standards.
• Accurately record manage and maintain complete audit trails within the Complaint Management System to ensure data integrity and reporting accuracy.
• Calculate and recommend appropriate redress where required supporting remediation activity and ensuring fair customer outcomes.
• Identify complaint trends systemic issues or control weaknesses escalating insights to management to drive service and process improvements.
• Liaise effectively with internal departments suppliers introducers and external representatives to gather information resolve complaints efficiently and promote strong complaint handling standards.
• Support the resolution of customer queries as part of supporting inbound contact from customers across a variety of channels.
• Providing support to management by producing accurate documentation ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the companys procedures manual.
• To ensure a timely resolution and keeping levels of complaints to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMCs/law firms and direct customers and where appropriate liaising with Shawbrook partners and suppliers.
• In terms of complaint handling where required deal with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you.
• To ensure cases are recorded accurately and promptly on the Complaint/Dispute Management System
• Handing calls and responding appropriately and in a courteous and efficient manner
• Develop strong relationships with key partners and other staff offering a personal service
• To be flexible with responsibilities and have a positive attitude towards any changes to role company/departmental objectives priorities and targets.
• To demonstrate a strong understanding of the principles of Treating Customers Fairly (TCF) and to being able to assess customer outcomes within this.
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Qualifications :

Skills & Experience

• Proven experience in complaint handling within financial services
• Experience of working within FCA regulated environments
• Experience handling complaints end-to-end including drafting Final Response Letters
• Experience in remediation exercises and redress calculations (desirable)
• Experience of working to strict regulatory deadlines
• Telephony experience 

Key attributes

• Strong analytical and investigative skills
• Excellent written communication with ability to explain complex matters clearly
• Sound judgement and decision-making ability
• High attention to detail and accuracy
• Ability to manage multiple cases and prioritise effectively
• Resilient and able to work to tight regulatory deadlines
• Customer-focused with a balanced commercial awareness
• Strong stakeholder management skills
• Collaborative team player

Additional Information :

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - Were focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

Remote Work :

No

Employment Type :

Full-time