Diploma Qualified Complaints Specialist (Financial Services)

Job Title: Technical Complaints Specialist

Location: Swindon (Hybrid – 3 days in the office)

Salary: £38,000 – £45,000

Benefits: Hybrid working, professional development opportunities, collaborative and supportive culture.

About the Company:

This is an opportunity to join one of the UK's leading financial services organisations, recognised for its strong adviser network, customer-first approach and commitment to delivering positive outcomes for clients. The business has built an excellent reputation within wealth management and financial planning and continues to invest heavily in its people, systems and long-term growth.

Role Summary:

An experienced Technical Complaints Specialist is required to investigate and resolve complex complaints across pensions, investments and mortgage products. This role offers the opportunity to utilise technical expertise while influencing business improvements, supporting regulatory compliance and helping to shape customer outcomes within a highly respected financial services organisation.

Key Responsibilities:

• Investigate and resolve complex complaints across pensions, investments and mortgage products, ensuring fair customer outcomes and FCA compliance.

• Calculate and implement appropriate redress solutions, helping deliver efficient and commercially balanced resolutions.

• Review appeals from clients and advisers, ensuring complaints are assessed fairly and objectively.

• Provide technical guidance and training to colleagues, helping improve knowledge and service standards across the business.

• Conduct root cause analysis and identify opportunities for process improvements and risk reduction.

• Build strong relationships with internal stakeholders, advisers, legal teams and external bodies including the Financial Ombudsman Service.

Requirements:

• DipFA or DipPFS qualification is essential.

• Strong background within regulated complaints, compliance or customer resolution within financial services.

• Excellent knowledge of pensions, investments and mortgage products.

• Strong understanding of FCA Complaint Handling Rules, Treating Customers Fairly principles and Conduct of Business requirements.

• Excellent analytical, communication and stakeholder management skills.

• Ability to manage complex cases autonomously and make sound commercial decisions.

If this role isn't quite right, it's still worth speaking to one of our specialist team — we may be working on something that hasn't hit the market yet.

Related Job Titles: Complaints Specialist, Technical Complaints Manager, Financial Services Complaints Handler, Regulatory Complaints Consultant, Customer Resolution Specialist.