WHAT EXPERIENCE DO YOU NEED?

You don’t need years of regulated complaints experience, but you do need:

• Experience supporting customers in a complaints capacity (ideally in a phone-based or contact centre role)
• Ideally, the complaints experience you do have will come from an FCA regulated environment
• Confidence handling complaints or service issues
• Strong communication skills and resilience under pressure
• Computer literacy and good attention to detail

If you’ve worked in complaints handling, customer service, or another FCA-regulated environment, that’s ideal.

You’ll join our clients Complaints team, helping customers with insurance and service-related complaints. The focus is on listening, taking ownership, and resolving issues fairly and in line with FCA guidelines.
You will be handling inbound and outbound calls, working with customers to fully understand their concerns, and making sure they receive a fair and timely resolution. It’s a fast-paced role, but you’ll be part of a supportive team that values customer outcomes and high standards.