At a Glance
- Tasks: Manage complex complaints, ensuring fair outcomes and regulatory compliance.
- Company: Join Hampshire Trust Bank, a leader in financial services with a focus on customer satisfaction.
- Benefits: Enjoy competitive salary, hybrid working, and generous annual leave.
- Other info: Collaborative team environment with opportunities for professional growth.
- Why this job: Make a real difference by improving customer experiences and driving change.
- Qualifications: Experience in complaints handling and strong knowledge of FCA regulations required.
The predicted salary is between 45000 - 55000 £ per year.
Location: London (Hybrid - 50/50)
Hours: Monday to Friday, 9:00am-5:30pm
Working Pattern: Hybrid
Reports to: Complaints Manager
Department: Service Operations - First Line Risk (Complaints)
About the Role
We're looking for an experienced Senior Complaints Officer to join our First Line Risk Complaints team at Hampshire Trust Bank. This is a pivotal role focused on delivering fair customer outcomes, ensuring regulatory compliance, and driving continuous improvement across the complaints journey. You'll handle complex complaint investigations end-to-end, provide high-quality insight and reporting to senior stakeholders, and play a key role in root cause analysis to reduce future complaints. You'll also act as a deputy to the Complaints Manager when required, providing guidance, quality oversight and coaching to Complaints Officers within the team.
Key Responsibilities
- Complaint Handling & Investigations
- Manage complex complaints end-to-end in line with FCA DISP requirements
- Engage with customers to fully understand concerns and deliver empathetic, evidence-based outcomes
- Draft clear, professional and compliant final response letters
- Manage complaint timelines, ensuring all regulatory milestones are met
- Prepare FOS case files and support responses to escalated complaints
- Reporting, Insight & Root Cause Analysis
- Produce accurate and timely complaints MI and reporting for COO, business stakeholders and Risk Committee
- Analyse complaint trends and themes to identify root causes
- Support and contribute to root cause analysis forums, driving actions to reduce future complaints
- Act as an advocate for preventing customer detriment across the business
- Oversight & Continuous Improvement
- Act as the first point of escalation for Complaints Officers
- Provide coaching, guidance and quality oversight across the team
- Identify and implement improvements to complaints processes
- Contribute to policy, process and control enhancements
- Maintain up-to-date knowledge of regulatory changes and best practice
- Risk & Assurance
- Support first-line assurance activity to ensure adherence to policy, procedures and risk appetite
- Ensure complaint outcomes are robust, evidence-based and customer-focused
Who You'll Work With
You'll work closely with:
- Complaints Manager and Complaints Officers
- Lending and Operations teams
- 2nd Line Compliance and Risk teams
- Centralised Services
- External bodies including FOS, FCA and FLA
What We're Looking For
Qualifications & Experience
- Proven experience in complaints handling, quality assurance or risk roles within Financial Services (mortgage/specialist lending background preferred)
- Strong working knowledge of FCA DISP, BCOBS, GDPR, Consumer Duty, TCF and vulnerable customer requirements
- Experience managing complex complaint investigations and FOS escalations
- Ability to analyse data, identify root causes and drive meaningful improvement
Skills & Attributes
- Strong empathy and active listening skills
- Excellent written and verbal communication
- High attention to detail and strong organisational skills
- Confident working independently while managing competing priorities
- Collaborative team player able to engage stakeholders at all levels
- Positive and pragmatic approach to change
Benefits
- Competitive salary
- Discretionary annual bonus
- Hybrid working (50/50)
- 25 days annual leave (increasing with service) + Holiday Buy Scheme
- Private Medical Insurance (Bupa)
- Mental health & wellbeing support via YuLife & Bupa
- Pension scheme - 8% employer contribution (non-contributory)
- Cycle to Work & Green Car Schemes
- Interest-free season ticket loan
- Annual volunteering day & Net Zero commitment
- YuLife Rewards - retail, lifestyle & experience discounts
If you're an experienced complaints professional who's passionate about fair customer outcomes, regulatory excellence and continuous improvement, we'd love to hear from you.
Senior Complaints Officer in London employer: Occupop
Hampshire Trust Bank is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid working model that promotes work-life balance. With a strong focus on regulatory compliance and customer satisfaction, employees are empowered to drive meaningful improvements while benefiting from competitive salaries, comprehensive health support, and generous leave policies. The collaborative culture fosters teamwork and continuous learning, making it an ideal environment for those passionate about delivering fair outcomes in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Officer in London
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Occupop looking for candidates who are engaged and informed.
We think you need these skills to ace Senior Complaints Officer in London
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Occupop. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Occupop
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Occupop’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
