Complaints & Improvement Specialist

About the role

We are seeking a Complaints & Improvement Specialist to join our Customer Experience team. You will resolve individual customer complaints while analysing root causes to prevent recurrence, ensuring compliance with FCA regulations.

Key responsibilities

• Manage complaints from receipt to resolution within FCA DISP timescales, conducting thorough investigations and communicating empathetically with customers.
• Identify and record the root cause of each complaint, analyse data to spot recurring themes, and present actionable recommendations to operational teams.
• Build and maintain relationships with internal departments, repairers, suppliers and work providers to coordinate timely resolutions.
• Ensure all handling activity meets FCA DISP rules, Consumer Duty obligations and company standards, maintaining auditable records.

Required profile

• Previous experience handling customer complaints and complex escalations in a regulated environment.
• Strong investigative, problem‑solving and data‑analysis abilities, with the capacity to produce evidence‑based decisions.
• Excellent written and verbal communication skills, able to explain decisions clearly.
• Proven ability to influence internal and external stakeholders and manage a live caseload alongside improvement projects.

Required skills

• Microsoft Excel
• Microsoft PowerPoint

What we offer

• 33 days holiday including bank holidays
• Personal health cash plan covering dental and optical check‑ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times basic salary
• Free breakfasts and fresh fruit, plus a birthday surprise for everyone