Complaints Officer

Location : Farnborough

Salary : £40,000-£45,000+ Benefits

Remote Options Available

My client who are based in Farnborough are seeking a Complaints Officer to join their friendly team. To apply for this position we are seeing someone who is customer focused and has experience dealing with complaints within a FCA regulated environment.


Daily Duties

To review customer complaints and disputes made against the client in accordance with the procedural and timescale requirements of the FCA and with the principles of Consumer Duty.

To maximise risk mitigation across AFP by providing proactive management of customer complaints and disputes, implementing Industry best practice and supporting the Advisers in ensuring the provision of compliant advice.

To manage a personal caseload of customer complaints, ensuring resolution in line with the procedural and timescale requirements of the FCA and Consumer Duty.

To provide timely and accurate reporting to meet the requirements of the FCA complaint handling returns

To work with business line management to develop company knowledge of complaint management standards, in order to improve the ongoing efficiency and effectiveness of the Customer Relations process.

To analyse complaint nature and throughput on a regular basis, and to undertake trend and root cause analysis in order to recommend to the T & C Manager companywide actions to improve advisory practices and minimise the incidence of customer complaints and disputes.

To ensure appropriate input to key project and business development initiatives across the company, through active liaison and participation in Project Teams, facilitating clear channels of communication with key business areas and the provision of a proactive compliance policy and risk consultancy service.

To establish and maintain communication and partnership-working processes in order to ensure that all internal customers are aware of and accept their responsibilities for operating a compliant and risk-managed framework within their business functions.

To develop and undertake a programme of continuing professional development, in line with the Risk Management and Compliance culture of continuous improvement and self-managed development.


Skill Set

3+ years experience within a FCA regulated environment

Excellent communication, written and verbal skills
Strong attention to detail

Ability to work independently and within a team environment

Experience working towards processes and procedures



Private Medical Insurance (self cover)

Income Protection (75% salary for 3 years)

Life Assurance (4x salary)

Critical Illness (£50,000 lump sum)

Pension 6% Employer, 3% Employee