The Team You'll Join

As a proud part of Future's brand portfolio, Go.Compare's a trusted price comparison site helping customers make smarter financial choices. Within this, our Customer Complaints team resolves customer queries and ensures fair outcomes across our insurance products. We focus on clear communication, service quality, and continuous customer feedback. It's an exciting opportunity to build regulatory knowledge while making a genuine difference for our customers every day.

What you'll do

Reporting to the Senior Complaints Manager, you'll manage and resolve customer complaints to deliver positive customer outcomes. You'll investigate issues thoroughly, identify root causes, and draft clear, professional responses. Daily, you'll use Microsoft Office, Excel, Google Workspace, and Slack to manage case logs, track correspondence, and coordinate resolutions.

You'll work closely with internal operations, compliance teams. You'll ensure every complaint adheres to Financial Conduct Authority (FCA) guidelines and regulatory standards.

• Investigate and resolve customer complaints received via telephone, email, and written correspondence.
• Identify the root cause of customer issues and determine fair resolutions in line with FCA standards.
• Draft clear, professional response letters and emails explaining investigation findings.
• Log all complaint data accurately across Microsoft Excel, Google Sheets, and internal systems.
• Work alongside internal compliance and partner teams to resolve complex customer inquiries.
• Share customer feedback and complaint insights with team managers to help improve operational processes.

What you’ll bring

• Experience handling, investigating, and resolving customer complaints or complex service queries.
• Knowledge of financial services, insurance products, or FCA compliance guidelines.
• Strong written communication skills with the ability to compose clear customer correspondence.
• Active listening skills with a constructive approach to conflict resolution.
• Proficiency using Microsoft Office, Excel, Google Workspace, and Slack.
• Strong attention to detail with the ability to maintain accurate case records.

Minimum Requirements

• Experience working in customer service, complaints resolution, or administrative case management.
• Experience communicating with customers via telephone, email, or formal correspondence.
• Ability to work a hybrid schedule from our Cardiff office.

What we offer

• Uncapped leave
• Enhanced parental leave
• Discounted rates with Dental care and Private Medical care
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend scheme - with payment following the successful hire.
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan
• Salary sacrifice Pension scheme up to 5% match
• Free drinks and snacks in our offices

The expected range for this role is £26,500-£29,000

This is a hybrid role, working 3 days per week from our Cardiff Office.