Complaints Executive
HybridGlasgow, Scotland, United Kingdom
Job Summary
Conduct thorough, balanced, and timely investigations into customer complaints to reach fair, evidence-based outcomes in line with FCA DISP rules and Consumer Duty requirements. Ensure all cases are handled within regulatory timeframes while accurately recording, managing, and maintaining complete audit trails within the Complaint Management System. Calculate and recommend appropriate redress where required, support continuous improvement by identifying trends and systemic issues, and liaise with internal departments, suppliers, and external representatives to resolve complaints efficiently. Draft Final Response Letters and manage inbound customer queries across various channels to ensure robust root cause analysis and clear communication.
Required Qualifications
- 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 working to strict regulatory deadlines
- 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
Desired Qualifications
- Experience in remediation exercises and redress calculations (desirable)
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