Complaints Expert – Exeter (Hybrid)
info@bakersnell.com
01392 409740
We are recruiting for an experienced Complaints Expert to join a well‑established, customer‑focused organisation. This role is ideally suited to a complaints professional with strong experience handling escalated complaints and Financial OmbudsmanService (FOS) cases, who is confident investigating complex issues and delivering fair, well‑reasoned outcomes.
Salary: £35,000 – £40,000
Location: Hybrid (office & home‑based)
Hours: 35 hours per week | Monday to Friday
Contract: Permanent
The Role
You will manage escalated and complex complaints, carrying out detailed investigations and producing high‑quality final responses. You’ll work collaboratively across the business to ensure complaints are handled objectively, fairly, and efficiently, with a focus on reducing customer detriment and preventing repeat issues.
Key Responsibilities
- Investigate and resolve escalated complaints from end to end
- Draft clear, accurate, and well‑structured final response letters
- Handle and support cases progressed to the Financial Ombudsman Service (FOS)
- Liaise with internal stakeholders to gather evidence and information
- Conduct root cause analysis (RCA) to identify trends and improvements
- Support the production of complaints management information (MI)
- Ensure complaints are handled fairly, consistently, and in line with regulatory expectations
- Maintain accurate complaints records and case notes
Experience & Skills Required
- Proven experience working in a complaints‑handling environment
- Strong practical understanding of the Financial Ombudsman Service (FOS) process
- Experience responding to or supporting FOS‑referred complaints
- Excellent written communication skills, particularly complaint responses
- Strong investigative, analytical, and evidence‑based approach
- Ability to manage complex cases independently and meet deadlines
- Right to work in the UK
Desirable (but not essential):
- Experience within a regulated, consumer‑facing environment
- Exposure to insurance, financial services, utilities, telecoms, or similar sectors
Salary & Benefits
- Generous employer pension contributions (8%–15%)
- Private health cover
- Nuffield 360 Health Assessment
- Income protection cover
- Employee Assistance Programme
- Life assurance (4x salary)
- 27 days annual leave plus bank holidays
- Holiday trading scheme
- Birthday day off
- 2 paid volunteering days per year
- Enhanced maternity leave (26 weeks full pay)
- Enhanced paternity leave (4 weeks full pay)
- Non‑contractual annual bonus scheme
- Bonus‑to‑pension salary sacrifice scheme
- Ongoing professional development
- Supportive and inclusive working culture
If you’re motivated, people-centric, and excited by the opportunity to make a real impact within a growing organisation, we’d love to hear from you. Apply today with your CV.
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