Senior Customer Complaints & Outcomes Specialist
Type: Fulltime
Location: Manchester
Salary: £31,000
Leading Financial Company
We're partnering with a leading UK Finance Company to recruit a Senior Customer Complaints & Outcomes Specialist for a newly created role within their Customer Outcomes function.
This is not a like-for-like replacement. The role has been re-scoped and expanded to reflect increased expectations around regulatory judgement, end-to-end complaint ownership, and delivery of consistently fair customer outcomes in line with FCA standards and Consumer Duty.
About the Company
This investment platform is built on a simple principle: helping customers feel confident and in control of their financial future. The business is known for being honest, straight-talking, and customer-focused, with bold values, strong governance, and a culture that encourages ownership, accountability, and continuous improvement.
The Opportunity
As Senior Customer Complaints & Outcomes Specialist, you will:
Deliver a high-quality, empathetic complaints service across all channels and levels of complexity, including executive, high-profile, and escalated matters.
Take full ownership of complaints from start to finish, applying sound regulatory judgement and producing clear, defensible decisions.
Keep customers informed at every stage and contribute to root cause analysis, risk management, and process improvement to shape better customer outcomes across the business.
Key Responsibilities
Deliver professional, fair, and compliant complaint handling in line with FCA rules and internal policy.
Own complaints end-to-end, proactively engaging customers to understand concerns, expectations, and desired outcomes.
Produce high-quality written and verbal responses, including outcome letters and redress decisions.
Manage cross-team dependencies to ensure timely, accurate resolution and first-time fixes.
Handle complex, executive-level, media, and high-profile complaints as required.
Maintain accurate case records, root cause analysis, and decision rationale to prevent repeat issues.
Act as part of the first line of defence, identifying risks, escalating appropriately, and challenging where necessary.
Support a collaborative, high-performing team culture while maintaining pace, quality, and accountability.
Skills & Experience
Strong knowledge of FCA complaint-handling rules, FOS expectations, and regulatory risk.
Practical experience applying Treating Customers Fairly (TCF) and Consumer Duty principles in decision-making.
Excellent written and verbal communication skills, including managing difficult conversations.
High attention to detail with a focus on quality, consistency, and fairness.
Confident managing complex case workloads independently across multiple systems.
Comfortable using judgement, making defensible decisions, and standing by outcomes.
Personal Attributes
Calm, resilient, and professional under pressure.
Customer-outcome focused rather than process-driven.
Confident in constructive challenge and open debate.
Takes ownership, moves with pace, and delivers with integrity.
Flexible, adaptable, and committed to continuous improvement.
Benefits
Group Personal Pension (8% employer / 4% employee)
Private Medical Insurance
Life Assurance & Group Income Protection
25 days' annual leave plus bank holidays
Staff discounts on investment products
Personal wellbeing fund
Retail discounts and flexible benefits
This company is an equal opportunities employer and operates in line with the UK Equality Act 2010. Reasonable adjustments are available throughout the recruitment process.
If you're an experienced complaints or customer outcomes professional looking for a broader, more influential role within a well-regulated, customer-focused financial services business, we'd love to hear from you.
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