Salary: £35000 – £40000/annum Private Medical Insurance, Bonus
Permanent – Full Time
Accounting/Financial/Insurance
Exeter, Devon
date posted: 2026-05-09 14:42:19
Complaints Expert €“ Exeter (Hybrid)
Salary: £35,000 €“ £40,000
Location: Hybrid (office & home€‘based)
Hours: 35 hours per week | Monday to Friday
Contract: Permanent
We are recruiting for an experienced Complaints Expert to join a well€‘established, customer€‘focused organisation. This role is ideally suited to a complaints professional with strong experience handling escalated complaints and Financial OmbudsmanService (FOS) cases, who is confident investigating complex issues and delivering fair, well€‘reasoned outcomes.
The Role
You will manage escalated and complex complaints, carrying out detailed investigations and producing high€‘quality final responses. You€™ll work collaboratively across the business to ensure complaints are handled objectively, fairly, and efficiently, with a focus on reducing customer detriment and preventing repeat issues.
Key Responsibilities
* Investigate and resolve escalated complaints from end to end
* Draft clear, accurate, and well€‘structured final response letters
* Handle and support cases progressed to the Financial Ombudsman Service (FOS)
* Liaise with internal stakeholders to gather evidence and information
* Conduct root cause analysis (RCA) to identify trends and improvements
* Support the production of complaints management information (MI)
* Ensure complaints are handled fairly, consistently, and in line with regulatory expectations
* Maintain accurate complaints records and case notes
Experience & Skills Required
* Proven experience working in a complaints€‘handling environment
* Strong practical understanding of the Financial Ombudsman Service (FOS) process
* Experience responding to or supporting FOS€‘referred complaints
* Excellent written communication skills, particularly complaint responses
* Strong investigative, analytical, and evidence€‘based approach
* Ability to manage complex cases independently and meet deadlines
* Right to work in the UK
Desirable (but not essential):
* Experience within a regulated, consumer€‘facing environment
* Exposure to insurance, financial services, utilities, telecoms, or similar sectors
Salary & Benefits
* Generous employer pension contributions (8%€“15%)
* Private health cover
* Nuffield 360 Health Assessment
* Income protection cover
* Employee Assistance Programme
* Life assurance (4x salary)
* 27 days annual leave plus bank holidays
* Holiday trading scheme
* Birthday day off
* 2 paid volunteering days per year
* Enhanced maternity leave (26 weeks full pay)
* Enhanced paternity leave (4 weeks full pay)
* Non€‘contractual annual bonus scheme
If you€™re motivated, people-centric, and excited by the opportunity to make a real impact within a growing organisation, we€™d love to hear from you. Apply today with your CV.
