At a Glance
- Tasks: Manage complaints, ensuring high standards and effective resolutions with the Financial Ombudsman Service.
- Company: Join Arag, a leader in customer service excellence and complaint resolution.
- Benefits: 12-month fixed term role with opportunities for professional growth and development.
- Other info: Collaborative environment focused on continuous improvement and customer satisfaction.
- Why this job: Make a real difference by improving customer experiences and driving systemic change.
- Qualifications: Experience with the Financial Ombudsman Service and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
At Arag, we have a rare new opportunity for someone with extensive experience of working closely with the Financial Ombudsman Service to join us on a 12 month fixed term basis. The Complaint Liaison Officer role is responsible for ensuring complaint handling standards are aligned with external regulatory requirements, Financial Ombudsman Service (FOS) expectations and internal governance frameworks.
As the principal conduit between the business and the FOS, the role is critical in ensuring that every interaction with the Ombudsman is handled professionally, accurately, consistently and with appropriate judgement. This includes maintaining the credibility of the business, demonstrating fairness and transparency, and ensuring that the quality of engagement supports effective resolution and protects customer outcomes.
The role will provide guidance, training and technical support to colleagues to promote consistently high standards in all FOS-related activity, while managing a caseload of escalated FOS complaints and ensuring accurate, timely and well-controlled adherence to regulatory timelines, evidential requirements and external expectations.
A key aspect of the role is to oversee and coordinate responses to the FOS through cross-department collaboration. Through tracking complaint themes and trends, identify any systemic improvements and feedback to the business to prevent recurring issues and achieve great customer outcomes.
The role is responsible for collaborating with customer-facing areas, Legal, Compliance and operational teams to provide feedback on improvements, share best practice and guidance, and ensure the business remains responsive to Financial Ombudsman Service activity, decisions, themes and wider regulatory developments.
Required
- Direct experience of acting as a complaint liaison point with the Financial Ombudsman Service, including preparing submissions, coordinating responses and tracking FOS outcomes.
- Strong working knowledge of the Financial Ombudsman Service process, including referral requirements, information requests, adjudicator outcomes, ombudsman decisions and customer referral rights.
- Understands and can interpret and apply the FCA complaint handling rules.
- Highly effective communication both written and oral.
- Inquisitorial and problem-solving focus to provide independent and thorough investigations that deliver a fair customer outcome.
- Evidenced complaint handling expertise gained through experience of working within a complaint's environment.
- Understands the importance of complaints and the need to continuously improve.
- Ability to monitor and manage regulatory complaint handling deadlines, identify risk of breach and escalate promptly to protect customer outcomes and regulatory adherence.
- Able to inspire trust in relationships within the ARAG Group and with external partners and solicitors to facilitate the resolution of complaints.
- Dedicated to providing a great customer experience.
- Ability to balance quality of output with pace of work by managing time efficiently.
Desirable
- CII qualifications.
Complaints Liaison Officer in Bristol employer: Das Group
Das Group is an excellent employer, offering a dynamic work culture in Bristol that fosters innovation and collaboration. Employees benefit from continuous growth opportunities and a supportive environment where their contributions are valued, making it an ideal place for those looking to make a meaningful impact through technology.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Liaison Officer in Bristol
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like Das Group.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like Das Group might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Complaints Liaison Officer in Bristol
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at Das Group will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at Das Group. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give Das Group confidence in your short-term commitment to the role.
How to prepare for a job interview at Das Group
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with Das Group.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure Das Group that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
