Customer Escalations Officer

About the role

As a Customer Escalations Officer you will be the primary point of contact for customers who are dissatisfied with the service they have received. You will use your analytical and investigative abilities to turn complaints into positive outcomes while ensuring compliance with FCA regulations and internal policies.

Key responsibilities

• Liaise with customers, clients and internal teams via phone, letter and email to resolve complaints.
• Investigate and manage complaints related to both FCA‑regulated and non‑regulated products, ensuring a fair and thorough process.
• Handle specialist support for vulnerable customers and Right of Access requests under GDPR.
• Maintain accurate records of all escalations, meet defined deadlines and manage your own workload efficiently.
• Support root‑cause analysis and feed insights back to frontline and specialist teams to prevent future issues.
• Promote a customer‑centric culture by prioritising customer needs and satisfaction.
• Act as the final point of contact to ensure each complaint is fully resolved.

Required profile

• Strong understanding of debt impact and customer vulnerability.
• Proven experience handling customer complaints in a regulated environment.
• Excellent analytical and investigative skills.
• Knowledge of FCA regulations, GDPR and internal compliance policies.
• Ability to communicate clearly and empathetically with diverse stakeholders.

Required skills