Temporary Complaints Officer

About the role

We are partnering with a fast‑growing FinTech organisation to recruit an experienced Complaints Officer on a short‑term contract. You will manage customer complaints from receipt through to resolution, ensuring fair outcomes and compliance with FCA regulations.

Key responsibilities

• Manage customer complaints from receipt to final resolution.
• Investigate cases using correspondence, call recordings and internal systems.
• Draft clear customer communications, including final response letters.
• Deliver evidence‑based outcomes in line with FCA requirements.
• Maintain accurate complaint records and case files.
• Support Financial Ombudsman Service investigations when required.
• Identify recurring complaint themes and flag trends to senior teams.

Required profile

• Previous complaints handling experience in a regulated environment.
• Experience in insurance or financial services with a solid understanding of FCA complaint handling rules.
• Familiarity with supporting Financial Ombudsman Service cases is advantageous.
• Strong investigative, communication and decision‑making abilities.
• Excellent attention to detail and capacity to manage a busy caseload.
• Available to start at short notice.

Required skills

What we offer

• £19 per hour (umbrella, all‑inclusive weekly pay).
• Hybrid working – two days per week in the Milton Keynes office.
• Initial 1–3 month contract with potential extension.
• Full‑time schedule: Monday‑Friday, 09:00–17:30 (37.5 hours).