Temporary Complaints Officer

Complaints Officer

Start Date: ASAP

Location: Milton Keynes

Salary: £19 per hour (Umbrella
- Weekly Pay
- All Inclusive Rate)

Duration: 1-3 months initially (potential extension)

Working Pattern: Hybrid - 2 days in the office

Hours: Monday to Friday, 09:00-17:30 (37.5 hours)

Please only apply if you have previous complaints handling experience. Experience with in insurance or financial services and a good understanding of FCA complaint handling requirements is highly desirable.

CCP are partnering with a growing Fintech organisation to recruit an experienced Complaints Officer on an initial 1-3 month contract. Due to increased volumes, you'll support the team by managing customer complaints from receipt through to resolution, ensuring fair outcomes and compliance with FCA regulations, with the potential for contract extension.

• Manage customer complaints from receipt through to resolution.
• Investigate cases using customer correspondence, call recordings and internal systems.
• Draft customer communications, including final response letters.
• Deliver fair, evidence-based complaint outcomes in line with FCA requirements.
• Maintain accurate complaint records and case files.
• Support Financial Ombudsman Service (FOS) investigations where required.
• Identify recurring complaint themes and escalated trends where appropriate.

• Previous complaints handling experience within a regulated environment.
• Experience with in insurance or financial services, with a good understanding of FCA complaint handling requirements.
• Experience supporting Financial Ombudsman Service (FOS) cases would be advantageous.
• Strong investigation, communication and decision-making skills.
• Excellent attention to detail and the ability to manage a busy caseload.
• Available to start at short notice.