UK Licensed Complaints Specialist

Job Summary

A company is looking for a Customer Support Specialist - Complaints to manage and resolve escalated customer cases.

Key Responsibilities

• Manage end-to-end communication of escalated customer complaints, ensuring compliance with UK regulatory standards
• Act as the central point of contact for internal teams to resolve complaints within regulatory SLAs
• Analyze complaint cases to identify operational gaps and suggest process improvements

Required Qualifications

• Direct experience managing complaints in a regulated financial services environment
• Strong understanding of FCA guidelines
• Experience with support tools and a background in customer-facing operational roles
• Ability to handle high-pressure situations and prioritize tasks effectively
• A passion for problem-solving and improving customer experiences