01Overview
Role Description
As a Complaints Specialist, youll take ownership of the complaints identification and processing across all business verticals. Youll play a critical role in ensuring customer concerns are managed with care, accuracy, and in compliance with FCA, ASIC, and evolving EU regulations.
Success in this role requires a detail-oriented, customer-first mindset. This position is accountable for the evaluation, assessment, and classification of inbound concerns to establish their urgency and regulatory significance. The successful applicant will facilitate precise documentation and efficient escalation to designated resolution squads, safeguarding both partner loyalty and adherence to global standards.
Key Responsibilities
Review incoming complaints across multiple channels (email, phone, web forms, social media, regulatory portals) to understand the root cause and core issue.
Ensure complaint cases are logged, tracked, and responded to within defined service timescales.
Maintain full compliance with FCA, ASIC, EU, DOI & internal complaint-handling regulations.
Classify complaints based on urgency, operational impact, financial risk, and regulatory implications (e.g., legal threats, data privacy breaches, or vulnerable customer indicators).
Identify complaint trends and root causes; work with relevant teams to implement preventative actions.
Identify issues that could pose a business or regulatory risk.
Qualifications
Strong ability to quickly read through complex customer narratives, extract the core facts, and make objective judgments.
Comfortable working with cross-functional teams and navigating complex issues.
Experience managing complaint cases across multiple product lines or customer journeys desired.
Prior exposure to regulated environments or customer remediation programs desired.
Knowledge of claims or insurance operations strongly preferred.
Requirements
Strong attention to detail and ability to manage sensitive escalations professionally.
Customer first mentality to address issues with empathy and patience.
Ability to identify trends from data and escalate key risks.
Collaborative mindset with strong communication and influencing skills.
Confidence in decision-making under pressure.
A structured, proactive approach to documentation and process improvement.
Benefits
Flexible Work Environment - Our teams are remote.
Wellness Day - one day a month of time for yourself.
Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.
Social Initiatives - pictures speak a thousand words! .
