Complaints Investigator

Job Title: Complaints Investigator

Location: Bracknell Hybrid 2-3 days in the office

Salary: Up to £35,000

Hours: Monday to Friday 9 am to 5:30 pm

Benefits:

• Flexible working
• 25 Days holiday
• Day off for your birthday
• Private medical cover
• Life Assurance 4 times salary
• Pension (contributory employer contribution up to 8%)
• Discretionary annual bonus
• Free onsite parking
• Health shield
• Enhanced Maternity/Paternity & Adoption leave

About the Complaints Investigator:

We have a great new opportunity for a driven and flexible Complaints Investigator to work alongside another Complaints Investigator and a Complaints Manager.

This hands-on role involves investigating and resolving FCA-related complaints, FOS cases, supporting MI reporting, conducting root-cause analysis, identifying trends, and making recommendations for process improvements. You will be required to deputise for the Complaints Manager when required. The ideal candidate is a self-starter who takes ownership of their work and can draft professional, high-quality final response letters. FCA complaints experience is essential, strong Excel and MI reporting skills are required, and mortgage industry experience is desirable but not essential, with candidates from FOS, lender, servicer, or broader banking backgrounds considered.

Responsibilities of the Complaints Investigator:

• Deliver exceptional customer service through clear, effective communication
• Investigate and resolve all assigned complaints promptly, fairly, and in line with company policy, regulatory requirements, and Consumer Duty
• Communicate proactively with customers throughout the complaints process
• Manage high-reputational-risk, MP, third-party, and FOS complaints, taking ownership of case management and preparing responses
• Conduct root-cause analysis, categorising complaints by Consumer Duty outcomes and cross-cutting rules
• Collate and analyse management information, identify trends, and recommend process improvements
• Prepare reports for the Management Committee and other ad hoc reporting as required
• Provide guidance and advice to business departments, support first-line staff training, and review FOS industry determinations
• Assess compensation and redress payments, ensuring compliance with DISP/MCOB and other regulatory rules
• Deputise for the Complaints Manager and contribute to continuous improvement initiatives across the team

Experience required for the Complaints Investigator:

• Previous complaints handling experience in financial services or a regulated environment
• Knowledge of DISP, FOS processes, and supporting regulations, including Consumer Duty (CD), Treating Customers Fairly (TCF), and ESG
• Strong written and verbal communication, negotiation, and relationship management skills
• Excellent PC skills (Word, Excel, PowerPoint)
• Analytical, detail-oriented, and able to problem-solve and prioritise workloads independently
• Proactive, self-motivated, flexible, and enthusiastic

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it’s about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here’s what our complimentary service includes:

• Expert Consultants: We are your allies, dedicated to understanding your goals and guiding you toward success.

• Industry Expertise: Benefit from our in-depth knowledge of the industry, providing you with insights that set you apart in your career.

• 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role.

• Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction.

• Negotiation of Job Offers: We’ll manage the negotiations on your behalf, aiming for offers that align with your expectations.

• Market Insights: Stay informed with the financial market insights that empower you to make informed career decisions.

• Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process.

• Matching to Other Roles: Your journey doesn’t end with one opportunity. We explore matches to other roles based on your experience and interests.

• Referral Programs: Spread the word and be rewarded.

For more information regarding the role of Complaints Investigator please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC