Complaints Administrator

About the role

The Breach and Complaints Administrator will manage the end‑to‑end handling of customer and distributor complaints, breaches and Data Subject Access Requests (DSARs) for a financial services organisation. You will ensure complaints are investigated fairly, resolved within regulatory deadlines and that service quality remains market‑leading.

Key responsibilities

• Receive, investigate and resolve customer and distributor complaints from receipt to final response.
• Manage DSARs from request to disclosure, meeting all regulatory timeframes.
• Support the Quality Assurance and Complaints Manager with cases referred by the Financial Ombudsman Service.
• Oversee breach cases raised in Operations, coordinating with relevant departments to achieve resolution.
• Provide timely feedback to Operations, Claims and Underwriting managers to improve competency.
• Liaise with the IT team to raise system issues and suggest service enhancements.
• Review and update Standard Operating Procedure documents as required.

Required profile

• Proven experience in complaints handling, preferably within financial services.
• Strong problem‑solving and investigative abilities.
• Excellent written and verbal communication skills.
• Ability to work with internal and external stakeholders, manage a varied workload and meet strict deadlines.
• Proactive, self‑motivated and comfortable working in a hybrid environment.

Required skills

What we offer

• Hybrid working model – 2 days in the office, 3 days remote.
• Supportive team culture with regular check‑ins and development meetings.
• Opportunity to develop expertise in regulatory compliance and customer experience.