Complaints Expert in Devon

Complaints Expert Exeter (Hybrid) Salary: 35,000 40,000 Location: Hybrid (office 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, cons…