About the RoleIn this role, you'll be the key point of contact for escalated complaints and disputes—playing a critical part in achieving fair, timely outcomes for customers. Sitting within a centralised, independently operating team, you'll work across multiple departments and external stakeholders, ensuring compliance with regulatory frameworks while delivering best-practice customer care.
Key Responsibilities
* Manage unresolved complaints and disputes in line with internal policies and external regulatory obligations.
* Communicate clearly and empathetically with customers and stakeholders, delivering exceptional service.
* Prepare well-documented, policy-aligned decisions and liaise with external bodies including AFCA and underwriters where necessary.
* Identify trends and contribute feedback that supports broader business improvements and systemic issue resolution.
* Maintain accurate records and support reporting obligations, including weekly, monthly and ad hoc metrics.
* Stay informed of evolving industry standards, legislative requirements, and best-practice dispute resolution.
About You
* Strong experience in complaint handling or dispute resolution.
* Confident communicator with excellent written skills and a high level of emotional intelligence..
* High attention to detail and capable of managing competing priorities.
* Comfortable using Microsoft Office and CRM/reporting tools; RG165 or similar qualification is advantageous.