Summary

This customer operations role investigates complaints end-to-end for a financial services business, delivering fair outcomes under FCA DISP and consumer duty requirements. The role manages complaint records, redress recommendations, customer communications and regulatory deadlines while identifying trends and supporting process improvements.

Responsibilities

• Investigate customer complaints end-to-end
• Determine fair evidence-based complaint outcomes
• Maintain complete complaint management system audit trails
• Calculate and recommend appropriate customer redress
• Identify complaint trends and systemic weaknesses
• Draft final response letters to customers
• Support inbound customer query resolution