Quality and Complaints Officer

Quality and Complaints Officer Structure: Monday-Friday 8am-4pm/ 9am-5pm Salary: £28,000-£30,000 Location: Wythenshawe, fully office based

An exciting opportunity has arisen for a Quality and Complaints Officer to join a supportive, knowledgeable team. This key role values your empathy, eye for detail, and commitment to excellent customer service. You'll help ensure top-quality customer interactions and compliance across UK and South Africa contact centres. If you're passionate about improving customer experiences and driving change, this could be your next career move.

What you'll do:

• Own the end-to-end complaints process, ensuring compliance with FCA DISP rules and resolution within required timeframes.
• Continuously review and improve complaints handling for regulatory compliance and best practice.
• Communicate clearly and empathetically with customers, drafting well-structured resolution and final response letters.
• Investigate complaints thoroughly by liaising with internal teams and external stakeholders (e.g. solicitors, introducers).
• Maintain accurate complaint records and ensure data integrity in the management system.
• Escalate complex or high-risk cases appropriately, including to the Financial Ombudsman Service.
• Monitor multi-channel interactions to assess compliance with regulations, policies, and service standards.
• Audit cases involving vulnerable customers to ensure adherence to GDPR, Consumer Duty, and TCF.
• Review case files to ensure all communications are accurate, appropriate, and compliant.
• Deliver training on complaints, vulnerability, GDPR, FCA regulations, and internal standards.

What you bring:

• At least 12 months’ experience in complaints handling/customer service within financial services; claims management experience is a plus.
• Strong caseload management and ability to meet deadlines under pressure.
• Solid knowledge of FCA regulations (DISP, CONC, TCF) and GDPR principles.
• Excellent written and verbal communication, with a focus on clear, empathetic responses.
• Highly organised with strong time management skills.
• Proficient in CRM or complaints management systems with accurate record-keeping.
• Experience in call quality monitoring and auditing across multiple channels.
• Skilled in delivering training or coaching, both in-person and remotely.
• Confident in Microsoft Office for reporting and documentation.
• Professional, discreet, and resilient under pressure.

What sets this company apart:

• Flexible working hours (Monday to Friday, 8am–4pm/ 9am-5pm).
• 33 days’ holiday per year (including bank holidays) plus your birthday off.
• Company bonus scheme and strong pension plan.
• Supportive, inclusive, and collaborative team culture.
• Approachable managers and a focus on knowledge-sharing.
• Ongoing training and development opportunities.
• A workplace that values employee wellbeing and puts customers first.

What's next:

Apply today by clicking on the link provided- your next rewarding career move awaits.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates