Job Overview:

• 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
  
  

• 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)
  

Core Behaviour

Huntswood’ s employees are described as dependable, driven and collaborative. 
The job holder should be able to demonstrate they are:

• Confidential, reliable, and genuine
• Dynamic, passionate, and determined
• Friendly, compassionate, and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB:  All appointments are subject to the positive outcome of pre-employment verification checks.