Senior Customer Complaints andamp; Outcomes Specialist
Type: Fulltime
Location: Manchester
Salary: £31,000

Leading Financial Company
We''re partnering with a leading UK Finance Company to recruit a Senior Customer Complaints andamp; Outcomes Specialist for a newly created role within their Customer Outcomes function.
This is not a like-for-like replacement. The role has been re-scoped and expanded to reflect increased expectations around regulatory judgement, end-to-end complaint ownership, and delivery of consistently fair customer outcomes in line with FCA standards and Consumer Duty.

About the Company

This investment platform is built on a simple principle: helping customers feel confident and in control of their financial future. The business is known for being honest, straight-talking, and customer-focused, with bold values, strong governance, and a culture that encourages ownership, accountability, and continuous improvement.

The Opportunity

As Senior Customer Complaints andamp; Outcomes Specialist, you will:

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  Deliver a high-quality, empathetic complaints service across all channels and levels of complexity, including executive, high-profile, and escalated matters.
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  Take full ownership of complaints from start to finish, applying sound regulatory judgement and producing clear, defensible decisions.
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  Keep customers informed at every stage and contribute to root cause analysis, risk management, and process improvement to shape better customer outcomes across the business.

Key Responsibilities

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  Deliver professional, fair, and compliant complaint handling in line with FCA rules and internal policy.
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  Own complaints end-to-end, proactively engaging customers to understand concerns, expectations, and desired outcomes.
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  Produce high-quality written and verbal responses, including outcome letters and redress decisions.
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  Manage cross-team dependencies to ensure timely, accurate resolution and first-time fixes.
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  Handle complex, executive-level, media, and high-profile complaints as required.
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  Maintain accurate case records, root cause analysis, and decision rationale to prevent repeat issues.
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  Act as part of the first line of defence, identifying risks, escalating appropriately, and challenging where necessary.
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  Support a collaborative, high-performing team culture while maintaining pace, quality, and accountability.

Skills andamp; Experience

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  Strong knowledge of FCA complaint-handling rules, FOS expectations, and regulatory risk.
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  Practical experience applying Treating Customers Fairly (TCF) and Consumer Duty principles in decision-making.
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  Excellent written