Complaints Executive- FCA

As a Complaints Executive in Manchester''s financial services sector, you''ll handle and manage a case load of customer complaints, ensuring they are resolved efficiently and in line with company policies. Your role will help maintain customer satisfaction and compliance by managing issues with care and professionalism.Client DetailsThis opportunity is with a company in the financial services industry based in Manchester.DescriptionInvestigate and resolve customer complaints in a timely manner, ensuring adherence to internal policies and external regulations.Manage a personal caseload of regulated and unregulated complaints from receipt through to resolution, ensuring all complaints are handled fairly, consistently, and within required timescales.Conduct thorough and impartial investigations, reviewing customer interactions, account information, policies, procedures, and supporting evidence to determine appropriate outcomes.Draft clear, professional, and well-reasoned complaint responses, including Final Response Letters, ensuring compliance with FCA DISP requirements and internal standards.Deliver fair customer outcomes in line with FCA Consumer Duty principles and the organisation''s customer-focused culture.Identify root causes, recurring complaint drivers, and emerging risks through detailed case reviews and complaint analysis.Escalate significant risks, systemic issues, and potential regulatory concerns to the Regulated Complaints and FOS Manager and relevant ..... full job details .....