Complaints Officer

🔒 Confidential Employer
Posted 28 April 2026
LOCATION
London
TYPE
Full-time
LEVEL
Associate
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Complaint resolution Customer dispute resolution FCA regulation knowledge DISP complaint handling rules Investigating Analysing Problem-solving Adaptability

FULL DESCRIPTION

Complaints Officer

[Employer hidden — view at passion-project.co.uk]

London

Hybrid

Full-time

Associate

Salary not provided

Who you are

  • The ideal candidate will have experience in resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution
  • You’ll work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require
  • You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance

What the job involves

  • As we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions
  • As an excellent communicator, you will quickly build relationships with customers and other departments across [Employer hidden] to understand customer friction points and come to fair and objective decisions
  • [Employer hidden] aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. [Employer hidden] is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers
  • Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow
  • Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets
  • You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards
  • You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale
  • You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider [Employer hidden] business
  • You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism
  • You will also ensure that you maintain up to date knowledge of [Employer hidden]’s products through effective use and review of policies, procedures and business tools made available to you
  • You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand
  • You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases

Application process

  • A quick phone call with one of the team
  • An exercise to demonstrate your ability to resolve complaints
  • An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance
  • Onsite interview to discuss the exercises you have completed
  • Meet the team you’ll work with daily
Sign up free — access 45,000+ UK sponsor-licensed jobs