Salary: £28k per year
Reference: LDCOMAND FRA
Part-Time (25-30 Hours per Week) | Hybrid Working
Salary: Up to £28,000 FTE (Pro Rata)
A highly regulated organisation is seeking an experienced Complaints & Fraud Officer to join its team on a part-time basis. This is an excellent opportunity for a motivated and analytical professional with a strong background in complaints handling, regulatory compliance and fraud investigations.
Working within a fast-paced environment, you will play a key role in ensuring fair customer outcomes, maintaining regulatory standards and supporting continuous improvement initiatives across the business.
- Manage and investigate customer complaints in line with FCA requirements and internal procedures.
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Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
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Support fraud investigations and debt recovery activities.
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Prepare and submit FCA complaints reporting.
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Analyse complaints and fraud trends, providing actionable insights and recommendations.
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Produce management information and reports for senior stakeholders.
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Coordinate team workloads to ensure service and regulatory standards are met.
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Conduct quality assurance reviews and identify opportunities for improvement.
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Coach, support and develop colleagues to enhance capability and performance.
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Build effective relationships with stakeholders across the organisation.
You will have:
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Proven experience managing complaints within a highly regulated environment, ideally within Financial Services.
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Demonstrable experience handling Ombudsman complaints.
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Strong knowledge of the FCA Complaints Handbook (DISP).
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In-depth understanding of Consumer Duty principles.
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Experience of FCA complaints reporting.
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Knowledge of fraud investigation and debt recovery practices.
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Strong stakeholder management and communication skills.
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Intermediate Excel skills with the ability to interpret data and identify trends.
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Experience producing reports for senior management audiences.
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Experience coordinating team activities and conducting quality assurance reviews.
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Proven ability to train, coach and support colleagues.
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A proactive, investigative and continuous improvement mindset.
- Salary up to £28,000 FTE (pro rata).
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Part-time role working 25-30 hours per week across 5 days.
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Hybrid working arrangement.
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Opportunity to join a collaborative and supportive team.
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Varied role with significant responsibility and impact.
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Competitive benefits package.
If you have a passion for delivering fair customer outcomes, a strong understanding of FCA complaint handling requirements and experience within a regulated environment, we'd love to hear from you.
To apply, please submit your CV outlining your relevant experience to [email protected] or call 01270 589943
INDCOM
