Complaints Handler & Consumer Duty Officer

Exciting opportunity for an experienced Complaints & Consumer Duty Officer to join a leading international Bank for a 12 Month FTC. Salary Range: £55k-£65k DOE Location: London 2-3 times per week onsite The role involves managing complaints, supporting the implementation of the Consumer Duty Framework, and enhancing customer experience. You will work closely with various stakeholders to ensure compliance and drive customer satisfaction. Complaints Handling: Support the Complaint Manager with frontline staff complaints training. Monitor Complaints CRM. Write and oversee customer responses. Ensure good outcomes for the customer through complaint handling. Consumer Duty: Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework. Support Retail and Business Banking (SME) with the operationalization of the Consumer Duty MI and Dashboard. Support Retail and Business Banking to provide “good outcomes” for our Products and Services. Ensure fair value assessments are conducted in line with the expectations of the Consumer Duty Framework. Support the business and maintain the Consumer Duty Dashboard. To support the business to ensure regulatory compliance to Consumer Duty Principles. Customer Experience: Champion opportunities to consistently improve the customer experience. Drive customer retention. Increase customer satisfaction. Understand customers and their specific needs. Provide support to customer experience reporting for working groups and seniors’ stakeholders. Work with key stakeholders to design surveys. Skills and capabilities: Strong Leadership Skills. Run working groups. Managing a complaints function. Strong ability to critically review and sense check data. Strong, positive interpersonal skills and excellent written and oral communication skills. Qualifications University Degree or Significant Relevant experience for the role. IT skills. Experience managing a Complaints CRM. Experience managing Customer Experience software. Proficient in Microsoft Excel. Proficient in Microsoft PowerPoint.

Location: London,, GB

Posted Date: 7/14/2025