Complaints & Fraud Investigator

Carmoola

. Investigate complaints, predominantly relating to vehicle issues, applying FCA complaint handling rules and relevant legislation .

Posted 10/23/2026full-timeLondon • United KingdomMid-LevelSenior💰 £30,000 - £45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint handling and fraud investigation, with a strong understanding of FCA regulations and consumer legislation. Capable of enhancing customer support processes and improving outcomes through detailed analysis and proactive initiatives.

Highest-signal resume keywords

FCA Complaint Handling RulesFraud Investigation ExperienceConsumer Legislation KnowledgeRegulatory Compliance UnderstandingStrong Written Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Fraud ReportingRoot Cause AnalysisComplaint InvestigationProcess ImprovementAttention to Detail

Soft Skills

Proactive MindsetStrong Initiative

Tools & Technologies

National Fraud DatabaseJIRAZendesk

Industry Keywords

Consumer Rights ActCustomer Journey ImprovementVulnerable Customer SupportIndependent Inspections

About the role

Key responsibilities & impact

Investigate complaints, predominantly relating to vehicle issues, applying FCA complaint handling rules and relevant legislation
Determine the validity of vehicle issues and manage independent inspections as necessary
Identify opportunities to improve the customer journey
Enhance customer support training and feed insights back to engineering and product teams
Conduct root cause analyses to improve customer outcomes and processes
Execute fraud investigations for flagged applicants
Produce fraud reports for the senior leadership team
Establish processes to support vulnerable customers who have been victims of fraud
Ensure timely reporting to the National Fraud Database
Take ownership of the complaints and fraud functions while reporting to the Director of Legal, Compliance and Collections

Requirements

What you’ll need

Exceptional attention to detail
Strong written communication skills and ability to draft clear, structured correspondence
Proactive mindset and strong sense of initiative
Experience in a compliance, complaints, or investigative role
Understanding of regulatory expectations
Familiarity with FCA complaint handling rules
Familiarity with consumer legislation such as the Consumer Rights Act
Experience conducting fraud investigations
Exposure to tools such as the National Fraud Database, JIRA, or Zendesk

Benefits

Comp & perks

Performance-based pay reviews
Hybrid working: up to 3 days a week in the London office
25 days holiday plus bank holidays
Extra day off on your birthday
Year-end recognition award
Private healthcare
5% employer-matched pension contribution
Opportunity to join a highly talented, high-performing team
Opportunity to play a pivotal role inside a fast-growing fintech