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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in investigating and resolving customer complaints while adhering to FCA compliance guidelines. Proficient in maintaining accurate records and communicating effectively with customers through various channels.
Highest-signal resume keywords
Customer Complaint ResolutionFCA Compliance KnowledgeStrong Written CommunicationMicrosoft Excel ProficiencyActive Listening Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint InvestigationCase ManagementData LoggingConflict ResolutionAttention to Detail
Soft Skills
Constructive ApproachInterpersonal Skills
Tools & Technologies
Microsoft OfficeGoogle WorkspaceSlack
Industry Keywords
Financial ServicesInsurance ProductsFCA Standards
About the role
Key responsibilities & impact- Investigate and resolve customer complaints received via telephone, email, and written correspondence
- Identify root causes of customer issues and determine fair resolutions in line with FCA standards
- Draft clear, professional response letters and emails explaining investigation findings
- Log complaint data accurately across Microsoft Excel, Google Sheets, and internal systems
- Work with internal operations, compliance, and partner teams to resolve complex customer inquiries
- Share customer feedback and complaint insights with team managers to improve operational processes
- Report to the Senior Complaints Manager
Requirements
What you’ll need- Experience handling, investigating, and resolving customer complaints or complex service queries
- Knowledge of financial services, insurance products, or FCA compliance guidelines
- Strong written communication skills for clear customer correspondence
- Active listening skills with a constructive approach to conflict resolution
- Proficiency using Microsoft Office, Excel, Google Workspace, and Slack
- Strong attention to detail and ability to maintain accurate case records
- Experience working in customer service, complaints resolution, or administrative case management
- Experience communicating with customers via telephone, email, or formal correspondence
- Ability to work a hybrid schedule from the Cardiff office
Benefits
Comp & perks- Uncapped leave
- Enhanced parental leave
- Discounted rates with Dental care and Private Medical care
- Bonus through profit sharing when targets are hit
- Refer a friend scheme with payment following successful hire
- Well-being support with access to Colleague Assistant Programmes
- Opportunity to purchase shares in Future through the Share Incentive Plan
- Salary sacrifice Pension scheme with up to 5% match
- Free drinks and snacks in offices