Complaints & Customer Service Specialist

About the role

This position is based in central Manchester and focuses on handling customer complaints for a fast‑growing financial services organisation. You will work within a hybrid model, spending three days a week in the office, and will be responsible for investigating complaints from start to finish while ensuring compliance with FCA regulations.

Key responsibilities

• Manage complaints from receipt through to resolution.
• Investigate cases, review evidence and gather information from multiple sources.
• Draft clear, professional, customer‑focused final responses.
• Ensure handling aligns with FCA regulations, Consumer Duty and internal procedures.
• Identify trends and root causes to support business improvements.
• Support initiatives to reduce complaint lead times and improve outcomes.
• Handle customer queries and account‑related enquiries when required.
• Build positive relationships with customers and internal stakeholders.

Required profile

• Previous complaints handling experience within an FCA‑regulated environment.
• Experience in motor finance, vehicle finance, consumer finance, lending, banking or insurance is preferred.
• Strong written communication with experience producing detailed customer correspondence.
• Excellent interpersonal skills and ability to manage difficult conversations professionally.
• Experience working to complaint SLAs and regulatory deadlines.
• Proactive attitude with confidence to challenge processes and suggest improvements.

Required skills

What we offer

• Salary between £30,000 and £35,000 per year.
• Hybrid working model (three days onsite).
• Supportive and collaborative team environment.
• Opportunity to influence customer outcomes and drive process improvements.