About this role

Investigating and responding to informal and formal complaints
Complete quality assurance checks across various channels
Prepare Financial Ombudsman (FOS) case files
Handle DSR requests and responding to customers in required timeframe
Investigate and handle potential sanction matches, ensuring these are managed in a timely manner
Work with the Compliance team on various compliance topics
Stay up to date with relevant FOS decisions and share this information with colleagues
Support and resolve requests from team members to provide a comprehensive response to our customers
Maintain a close understanding of customers and products by engaging in Customer Fulfilment Specialist activities (handling customer queries via phone, email, and live chat)

Demonstrable experience in a service related function
Clear experience of handling regulatory complaints within an FCA environment
Great communication skills
A passion for delivering excellent experiences to customers and colleagues
Experience of working successfully in a regulated service environment with evidence of consistently applying Treating Customers Fairly principles
Analytical problem solving abilities

Customer Feedback, QA Specialist

Key skills