Complaints Liaison Officer

At Arag, we have a rare new opportunity for someone with extensive experience of working closely with the Financial Ombudsman Service to join us on a 12 month fixed term basis.

The Complaint Liaison Officer role is responsible for ensuring complaint handling standards are aligned with external regulatory requirements, Financial Ombudsman Service (FOS) expectations and internal governance frameworks. As the principal conduit between the business and the FOS, the role is critical in ensuring that every interaction with the Ombudsman is handled professionally, accurately, consistently and with appropriate judgement.

This includes maintaining the credibility of the business, demonstrating fairness and transparency, and ensuring that the quality of engagement supports effective resolution and protects customer outcomes.

The role will provide guidance, training and technical support to colleagues to promote consistently high standards in all FOS-related activity, while managing a caseload of escalated FOS complaints and ensuring accurate, timely and well-controlled adherence to regulatory timelines, evidential requirements and external expectations.

A key aspect of the role is to oversee and coordinate responses to the FOS through cross-department collaboration. Through tracking complaint themes and trends, identify any systemic improvements and feedback to the business to prevent recurring issues and achieve great customer outcomes.

The role is responsible for collaborating with customer-facing areas, Legal, Compliance and operational teams to provide feedback on improvements, share best practice and guidance, and ensure the business remains responsive to Financial Ombudsman Service activity, decisions, themes and wider regulatory developments.

• Direct experience of acting as a complaint liaison point with the Financial Ombudsman Service in crucial, including preparing submissions, coordinating responses and tracking FOS outcomes
• Strong working knowledge of the Financial Ombudsman Service process, including referral requirements, information requests, adjudicator outcomes, ombudsman decisions and customer referral rights
• Understands and can interpret and apply the FCA complaint handling rules
• Highly effective communication both written and oral
• Inquisitorial and problem-solving focus to provide independent and thorough investigations that deliver a fair customer outcome
• Evidenced complaint handling expertise gained through experience of working within a complaint's environment
• Understands the importance of complaints and the need to continuously improve
• Ability to monitor and manage regulatory complaint handling deadlines, identify risk of breach and escalates promptly to protect customer outcomes and regulatory adherence
• Able to inspire trust in relationships within the ARAG Group and with external partners and solicitors to facilitate the resolution of complaints
• Dedicated to providing a great customer experience
• Ability to balance quality of output with pace or work by managing time efficiently

• CII qualifications