Average Complaints Officer salary in the UK

About the opportunity: We are partnering with our client, a multi award winning financial advisor support group based in Horsforth, Leeds. An opportunity has arisen for an experienced and diligent Complaints Resolution Officer to join their team, playing an integral role in addressing and resolving client complaints with precision and fairness. (This is a fixed term opportunity, working on a project that is expected to last around 3 years). The successful candidate will take ownership of an allocated caseload and delve into the investigation of complaints, meticulously adhering to FCA DISP and FOS guidelines to reach resolutions that uphold regulatory standards and client satisfaction. You will compile evidence for each case, accurately recording details within their systems. The Complaints Resolution Officer will provide comprehensive support for complaints escalated to FOS, as well as oversee redress calculations and facilitate payments, collaborating seamlessly with third-party entities as required. You will be the primary point of contact for clients, engaging in clear and professional communication via both telephone and written correspondence. Effective time management is paramount in this role, as you will be responsible for ensuring all cases are resolved within an 8-week timeframe, while working towards service level agreements and adhering to regulatory principles. Suitable candidates will have proven experience in a similar role within the financial services sector, preferably within an IFA/Network environment. A QCF Level 4 qualification or close to completion is essential, accompanied by a thorough understanding of FCA Dispute Resolution processes and FOS guidelines. If you thrive in a challenging environment and are committed to ensuring fairness and compliance in complaint resolution, we encourage you to apply. Requirements The successful candidate will be able to demonstrate the following: Proven experience in a complaints resolution / file checking role within the financial services sector, ideally in an IFA/Network environment. QCF Level 4 qualified in Financial Planning or close to completion. Awareness of FCA Dispute Resolution processes and FOS guidelines. Knowledge of the different regulatory products. Natural investigative / enquiring approach. Exceptional communications skills, both written and verbal.Highly numerate and accurate. Ability to effectively manage own workload and meet targets and deadlines. Computer literate with proficiency across Microsoft Packages.  Team player with a great work ethic. Ability to build/maintain good working relationships with peers and other key stakeholders. Benefits In return we are offering: A salary of up to £40,000 per annum dependent on skills knowledge and experience.Hybrid working arrangement. Working hours of 35 hours per week, across Monday to Friday. 25 days holidays as standard, plus bank holidays plus half day holiday for your birthday.Access to flexible benefits and staff discounts platform, TenetFLEX. 5% employer pension contributions.  Company-funded Income Protection and Assurance cover. Enhanced maternity and paternity policies.Access to our free Employee Assistance Provider (EAP). Interested? Then APPLY now for immediate consideration. All our vacancies are handled by our internal recruitment team at Vero HR, therefore any unsolicited CV's and/or Agency Terms of Business will not be accepted. For any recruitment agency enquiries please email

When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we've always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property. It's what we call the Kensington Difference. KMC is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities. Overall Purpose of Job Administer and complete all complaint activities. Generating responses which may be of a complex nature or with regard to a wide range of topics in an accurate and timely manner in adherence with policy, procedure and regulation. To act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes. Complaints team looks to resolve all incoming complaints for the business. This includes complaints about the application process, the servicing of a mortgage account or complaints about historic issues. Complaints are received by post, email and telephone. At KMC we endeavour to resolve telephone complaints at first point of contact through our Customer Service team where possible and where this isn't possible they will escalate to the Complaints team. Key Accountabilities Plan and prioritise allocated workloads against agreed service standards.Take ownership for investigating and responding to internal and external requests accurately and efficiently.Competent in handling redress calls and/or transactions and resolving challenging customer communications and queries to effective resolution.Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.Resolve queries or referrals from both within and outside of the team.Consider risk when completing daily activities.Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.Carry out any reasonable task or duty as requested. Experience, Knowledge, Skills Experience and knowledge of working within Financial Services is essential.Able to embrace change whilst adopting a positive attitude.Experience of working in a target driven environment centred on customer delivery.Understanding of Microsoft office applications.Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.Understanding numerous/complex customer administration processes and policies.Experience of working in a customer facing/engagement environment and resolving customer complaints.Possess technical knowledge within the financial services industry around simple and complex queries and transactions. Candidates will be effective at: Attention to detail and accuracy.Keying, processing, indexing incoming workloads.Using and understanding core systems within customer contact and administration environments.Balancing customer requirements with departmental objectives.Taking ownership of queries and responding within a timely manner.Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.Articulating and executing requirements within their area of specialism. Your Opportunity Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can. We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued. If you want to make a Difference, apply now.

Job Title: Complaints and Insight OfficerLocation: NWI 7HEContract Type: Temp ongoing We are seeking a dynamic and proactive Corporate Complaints & Insight Officer to join our clients team. In this pivotal role, you will be instrumental in delivering a first-class customer experience by effectively managing our complaints and insight function.Key Responsibilities: Accurately record customer complaints in accordance with organisational policies and procedures.Act as a Business Champion, supporting internal stakeholders in investigating and responding to complaints in alignment with the Principles of Dispute Resolution.Proactively engage with internal and external stakeholders to prevent informal complaint escalation.Conduct audits and scrutiny of complaints case handling to ensure compliance with regulatory and statutory requirements.Identify and escalate concerns related to poor complaint case handling.Maintain and improve administrative systems to support business activities.Conduct targeted customer surveys to gather insights on services, ensuring data accuracy and generating insightful reports.Utilise customer satisfaction results to drive service improvements.Deliver high-level, customer-focused service to satisfy our customer's needs.Provide informal advice and assistance to customers on complaints, aiming for resolution without formal escalation.Regularly update IT systems and databases to maintain accurate and up-to-date records of complaints and inquiries. Experience: Strong analytical and problem-solving abilities.Ability to work effectively both independently and as part of a team.Demonstrated commitment to continuous improvement and delivering exceptional customer experiences.Knowledge of regulatory and statutory requirements related to complaints management is advantageous. If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on or send an email to