At a Glance
- Tasks: Investigate complaints and fraud, ensuring fair outcomes and regulatory compliance.
- Company: Join a highly regulated organisation with a collaborative and supportive team.
- Benefits: Part-time hours, hybrid working, competitive salary, and a great benefits package.
- Other info: Opportunity for professional growth and to coach and develop colleagues.
- Why this job: Make a real impact by delivering fair customer outcomes in a dynamic environment.
- Qualifications: Experience in complaints handling and fraud investigations within financial services.
A highly regulated organisation is seeking an experienced Complaints & Fraud Officer to join its team on a part-time basis. This is an excellent opportunity for a motivated and analytical professional with a strong background in complaints handling, regulatory compliance and fraud investigations.
Working within a fast-paced environment, you will play a key role in ensuring fair customer outcomes, maintaining regulatory standards and supporting continuous improvement initiatives across the business.
Key Responsibilities
- Manage and investigate customer complaints in line with FCA requirements and internal procedures.
- Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
- Support fraud investigations and debt recovery activities.
- Prepare and submit FCA complaints reporting.
- Analyse complaints and fraud trends, providing actionable insights and recommendations.
- Produce management information and reports for senior stakeholders.
- Coordinate team workloads to ensure service and regulatory standards are met.
- Conduct quality assurance reviews and identify opportunities for improvement.
- Coach, support and develop colleagues to enhance capability and performance.
- Build effective relationships with stakeholders across the organisation.
About You
You will have:
- Proven experience managing complaints within a highly regulated environment, ideally within Financial Services.
- Demonstrable experience handling Ombudsman complaints.
- Strong knowledge of the FCA Complaints Handbook (DISP).
- In-depth understanding of Consumer Duty principles.
- Experience of FCA complaints reporting.
- Knowledge of fraud investigation and debt recovery practices.
- Strong stakeholder management and communication skills.
- Intermediate Excel skills with the ability to interpret data and identify trends.
- Experience producing reports for senior management audiences.
- Experience coordinating team activities and conducting quality assurance reviews.
- Proven ability to train, coach and support colleagues.
- A proactive, investigative and continuous improvement mindset.
What's on Offer?
Salary up to £28,000 FTE (pro rata). Part-time role working 25-30 hours per week across 5 days. Hybrid working arrangement. Opportunity to join a collaborative and supportive team. Varied role with significant responsibility and impact. Competitive benefits package.
If you have a passion for delivering fair customer outcomes, a strong understanding of FCA complaint handling requirements and experience within a regulated environment, we'd love to hear from you.
To apply, please submit your CV outlining your relevant experience.
Complaints and Fraud officer employer: KPI Recruiting
KPI Recruiting is an excellent employer for those looking to advance their finance careers in Stoke-on-Trent. With a supportive work culture that values detail-oriented individuals, employees benefit from a structured environment that encourages professional growth and offers competitive salaries. The company fosters a collaborative atmosphere where your contributions are recognised, making it a rewarding place to build your future in accounting and finance.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Fraud officer
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like KPI Recruiting and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at KPI Recruiting and let us see your personality shine through!
We think you need these skills to ace Complaints and Fraud officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and KPI Recruiting.
Get Familiar with Our Brand:Before applying, take some time to learn about KPI Recruiting and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at KPI Recruiting
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress KPI Recruiting.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which KPI Recruiting will surely appreciate.
