Complaints Executive

To deliver fair, timely and outcome-focused resolution of customer complaints in line with FCA DISP requirements, Consumer Duty obligations and the organisation’s commitment to delivering good customer outcomes. The role holder is responsible for investigating complaints end-to-end, ensuring accurate recording, robust root cause analysis, and clear customer communication, while supporting continuous improvement and regulatory compliance across the business. Key Responsibilities - Conduct thorough, balanced and timely investigations into customer complaints, reaching fair and evidence-based outcomes in line with FCA DISP rules and Consumer Duty requirements. - Ensure all complaints are handled within regulatory timeframes and in accordance with FCA requirements, internal policies, and Consumer Duty standards. - Accurately record, manage and maintain complete audit trails within the Complaint Management System to ensure data integrity and reporting accuracy. - Calculate and recommend appropriate redress where required, supporting remediation activity and ensuring fair customer outcomes. - Identify complaint trends, systemic issues or control weaknesses, escalating insights to management to drive service and process improvements. - Liaise effectively with internal departments, suppliers, introducers and external representatives to gather information, resolve complaints efficiently and promote strong complaint handling standards. - Support the resolution of customer queries as part of supporting inbound contact from customers across a variety of channels. Skills & Experience - Proven experience in complaint handling within financial services - Experience of working within FCA regulated environments - Experience handling complaints end-to-end, including drafting Final Response Letters - Experience in remediation exercises and redress calculations (desirable) - Experience of working to strict regulatory deadlines Education/Professional Qualifications Shawbrook is committed to providing opportunities to all candidates and understand that not all candidates may possess a qualification or education aligned to the role. We will assess each candidate on their individual experience and skills, and not solely on level of education. Key attributes - Strong analytical and investigative skills - Excellent written communication with ability to explain complex matters clearly - Sound judgement and decision-making ability - High attention to detail and accuracy - Ability to manage multiple cases and prioritise effectively - Resilient and able to work to tight regulatory deadlines - Customer-focused with a balanced commercial awareness - Strong stakeholder management skills - Collaborative team player