Complaints Coordinator (Fintech)

TL;DR

Complaints Coordinator (Fintech): Handling customer complaints in compliance with FCA requirements, conducting investigations, and issuing formal responses. Focus on ensuring fair treatment, maintaining detailed records, and coordinating payments or compensation.

Location: Hybrid in Manchester, UK (minimum 50% office time per month; full-time office for new starters)

Salary: £28,840 starting

Company

UK’s fastest-growing investment platform providing solutions for advisers and investors, managing over £108 billion in assets.

What you will do

• Handle complaints accurately per FCA Dispute Resolution rules and internal SLAs.
• Acknowledge complaints promptly and conduct thorough investigations.
• Issue detailed final response letters within required timeframes.
• Maintain full records of investigations, responses, and compensation.
• Follow up on payment arrangements for compensation.
• Update Complaints Management System and liaise with departments for improvements.

Requirements

• Previous experience in complaints handling (formal or informal).
• Significant experience in financial services administration.
• Knowledge of FCA complaints handling requirements.
• Strong knowledge of financial services industry.
• Excellent letter writing, interpersonal skills, and attention to detail.

Nice to have

• Knowledge of pension administration or ISAs.
• Background in dealing.

Culture & Benefits

• 25 days holiday + buy/sell scheme + bank holidays.
• 6% pension with matched contributions.
• Discretionary bonus, share schemes, health cash plan, discounted healthcare.
• Free onsite gym, enhanced family leave, travel/bike loans, EAP.
• Hybrid working, regular social events, learning opportunities, casual dress.
• Supportive, collaborative environment; recognised as Great Place to Work.