Complaints Coordinator (Financial Services)

Location: Manchester, United Kingdom. Hybrid working with a minimum of 50% of working time per month in the office; new starters initially work full-time from the office.

Salary: £28,840 starting salary, depending on experience.

Company

hirify.global is a UK investment platform business providing ISA, pension, dealing, and financial adviser solutions to more than 762,000 customers.

What you will do

• Handle customer complaints accurately in line with FCA Dispute Resolution: Complaints Sourcebook requirements and internal procedures.
• Acknowledge complaints promptly and investigate each case to prepare a formal response.
• Issue detailed and clear final response letters within FCA and internal deadlines.
• Maintain complete complaint records, audit trails, approvals, and compensation documentation.
• Follow up compensation and ex gratia payments and maintain information in the Complaints Management System.
• Liaise with internal departments on complaint feedback and improvements, supporting the Customer Relations Manager as required.

Requirements

• Previous experience in an informal or formal complaints-based role.
• Significant experience in financial services administration.
• Knowledge of FCA requirements for complaints handling.
• Strong knowledge of the financial services industry, with exceptional customer focus and interpersonal skills.
• Excellent letter-writing skills and meticulous attention to detail in maintaining complaint records and audit trails.
• Knowledge of pension administration and ISAs is desirable but not essential; dealing experience is also beneficial.

Culture & Benefits

• 25 days of holiday, increasing with service, plus bank holidays and a buy/sell scheme.
• 6% pension with matched contributions and a discretionary bonus scheme.
• Share schemes, including free shares and BAYE.
• Health Cash Plan, discounted private healthcare, enhanced family leave, and an Employee Assistance Programme.
• Free onsite gym, travel and bike loan schemes, learning and development opportunities, and regular social events.
• Friendly, supportive, collaborative, and inclusive working environment with a casual dress code.