Complaints and Fraud officer

Part-Time (25-30 Hours per Week) | Hybrid Working

Salary: Up to £28,000 FTE (Pro Rata)

A highly regulated organisation is seeking an experienced Complaints & Fraud Officer to join its team on a part-time basis. This is an excellent opportunity for a motivated and analytical professional with a strong background in complaints handling, regulatory compliance and fraud investigations.

Working within a fast-paced environment, you will play a key role in ensuring fair customer outcomes, maintaining regulatory standards and supporting continuous improvement initiatives across the business.

• Manage and investigate customer complaints in line with FCA requirements and internal procedures.
• Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
• Support fraud investigations and debt recovery activities.
• Prepare and submit FCA complaints reporting.
• Analyse complaints and fraud trends, providing actionable insights and recommendations.
• Produce management information and reports for senior stakeholders.
• Coordinate team workloads to ensure service and regulatory standards are met.
• Conduct quality assurance reviews and identify opportunities for improvement.
• Coach, support and develop colleagues to enhance capability and performance.
• Build effective relationships with stakeholders across the organisation.

You will have:

• Proven experience managing complaints within a highly regulated environment, ideally within Financial Services.
• Demonstrable experience handling Ombudsman complaints.
• Strong knowledge of the FCA Complaints Handbook (DISP).
• In-depth understanding of Consumer Duty principles.
• Experience of FCA complaints reporting.
• Knowledge of fraud investigation and debt recovery practices.
• Strong stakeholder management and communication skills.
• Intermediate Excel skills with the ability to interpret data and identify trends.
• Experience producing reports for senior management audiences.
• Experience coordinating team activities and conducting quality assurance reviews.
• Proven ability to train, coach and support colleagues.
• A proactive, investigative and continuous improvement mindset.

• Salary up to £28,000 FTE (pro rata).
• Part-time role working 25-30 hours per week across 5 days.
• Hybrid working arrangement.
• Opportunity to join a collaborative and supportive team.
• Varied role with significant responsibility and impact.
• Competitive benefits package.

If you have a passion for delivering fair customer outcomes, a strong understanding of FCA complaint handling requirements and experience within a regulated environment, we'd love to hear from you.

To apply, please submit your CV outlining your relevant experience to (url removed) or call (phone number removed) 

INDCOM