Key Duties & Responsibilities

Customer ContactHandle inbound/outbound calls with customers regarding PPI complaints and redress queries

Manage sensitive conversations with empathy and professionalism

Keep customers updated throughout the claim/complaint lifecycle

Case Investigation

Review of policy documents, sales records, and customer evidence

Assess eligibility for PPI redress in line with FCA DISP rules and FOS guidance

Liaise with lenders, brokers, and internal departments to gather information

Complaint Resolution

Take full ownership of cases from first contact to final decision

Draft clear, fair Final Response Letters (FRLs) explaining outcomes

Calculate redress and arrange payments where upheld

Ensure cases meet 8-week FCA final response deadline

Compliance & Record Keeping

Maintain accurate, detailed notes on all interactions and decisions

Ensure all work complies with FCA, FOS, and company policy

Escalate complex cases or vulnerable customer situations to Team Leader

Performance

Meet individual quality, productivity, and SLA targets

Contribute to team goals and continuous improvement initiatives

Skills & ExperienceEssential:

1+ years in customer service, complaints, or financial services

Desirable: Previous PPI, FOS, banking, or insurance complaints experience

Strong knowledge of FCA complaint handling rules (DISP)Excellent verbal and written communication

High attention to detail and analytical skills

Resilient, empathetic, and able to de-escalate difficult calls

Proficient in MS Office and CRM/claims systems