Complaint Operations and Oversight Officer
Core
Manage Financial Ombudsman Service correspondence, oversee the Complaint Champion network, administer Complaints Resolution Team (CRT) operations, and monitor compliance with UK regulatory requirements.
Role type
Compliance Operations Officer (Complaints Handling)
Builds
Operational support for the Customer Relations Team and regulatory compliance reporting
Domain
Insurance / Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
FCA regulatory framework knowledge (DISP), data entry and cleansing, root cause analysis, compliance monitoring, stakeholder coordination, time management
Preferred skills
Problem solving, proactive attitude, team collaboration
Technologies
GCMS, CRT administration tools
Responsibilities
Manage FOS correspondence, oversee Complaint Champion onboarding and training, maintain CRT administration (mailboxes, diaries, rota), perform weekly root cause analysis, monitor internal/external compliance with procedures
Seniority
Mid-level, hands-on IC