Complaints Advisor at Huntswood

Job Overview:

• Are you passionate about delivering fair customer outcomes and resolving complex issues? Join a team where your expertise in end-to-end complaints handling makes a real impact.
• As a Complaints Specialist, you’ll investigate and resolve complaints thoroughly, ensuring compliance with FCA regulations and Consumer Duty principles. You’ll work closely with customers and internal teams to achieve resolutions that balance customer needs and company standards—while identifying process improvements.

Job Responsibilities:

• Own the end-to-end complaints process from investigation to resolution
• Liaise with internal teams to gather all necessary information
• Make fair and reasonable decisions in line with FCA and company guidelines
• Handle complex complaints
• Provide feedback on root causes to improve processes
• Ensure compliance with KPIs, regulatory timeframes, and quality standards

Job Requirements:

• Matric / NQF Level 4
• Minimum 1 year proven experience in complaints handling within UK financial services or insurance
• Strong knowledge of FCA regulations, Consumer Duty, and FOS processes
• Excellent written and verbal communication skills
• Ability to manage tight deadlines and handle sensitive conversations
• High resilience, problem-solving skills, and attention to detail

Required Skills:

• Excellent communication skills, both verbal (great telephone manner) and written (accurately be able to summarise findings in a written response to the customer, without error)
• Problem solving skills with the ability to translate and investigate problems and find resolutions
• High levels of resilience and tenacity
• Good organisational skills with the ability to meet tight deadlines at short notice

Required Knowledge:

• Some understanding of FCA, The Consumer Duty and FOS
• Some understanding of root cause analysis and sound knowledge of complaints handling
• Solid understanding of regulatory requirements and company principles (including Consumer Duty)