SUMMARY:
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POSITION INFO:
Key Duties & Responsibilities
Customer ContactHandle inbound/outbound calls with customers regarding PPI complaints and redress queries
Manage sensitive conversations with empathy and professionalism
Keep customers updated throughout the claim/complaint lifecycle
Case Investigation
Review of policy documents, sales records, and customer evidence
Assess eligibility for PPI redress in line with FCA DISP rules and FOS guidance
Liaise with lenders, brokers, and internal departments to gather information
Complaint Resolution
Take full ownership of cases from first contact to final decision
Draft clear, fair Final Response Letters (FRLs) explaining outcomes
Calculate redress and arrange payments where upheld
Ensure cases meet 8-week FCA final response deadline
Compliance & Record Keeping
Maintain accurate, detailed notes on all interactions and decisions
Ensure all work complies with FCA, FOS, and company policy
Escalate complex cases or vulnerable customer situations to Team Leader
Performance
Meet individual quality, productivity, and SLA targets
Contribute to team goals and continuous improvement initiatives
Skills & ExperienceEssential:
1+ years in customer service, complaints, or financial services
Desirable: Previous PPI, FOS, banking, or insurance complaints experience
Strong knowledge of FCA complaint handling rules (DISP)Excellent verbal and written communication
High attention to detail and analytical skills
Resilient, empathetic, and able to de-escalate difficult calls
Proficient in MS Office and CRM/claims systems
