Complaints Officer

Complaints Officer

Permanent
Full-time (37.5 hours, Monday to Friday)
Hybrid working, 3 days in the office and 2 days working from home
Department: Compliance
Reporting to: Compliance Operations Manager

Help deliver fair outcomes and turn customer feedback into positive change.

At MAB, we're committed to delivering the right outcomes for our customers. Our Complaints Team plays a vital role in ensuring customer concerns are investigated fairly, resolved appropriately and used to improve the service we provide across our network.

We're looking for a Complaints Officer to join our Compliance team and help manage customer complaints in line with regulatory requirements. This is an excellent opportunity for someone with strong investigatory skills, sound judgement and a passion for delivering fair customer outcomes.

If you enjoy analysing information, making balanced decisions and working collaboratively with stakeholders, we'd love to hear from you.

The Role

As a Complaints Officer, you'll be responsible for investigating and resolving customer complaints in line with Financial Conduct Authority (FCA) dispute resolution requirements and MAB's internal policies and procedures.

You'll manage complaints from initial receipt through to final resolution, ensuring customers are treated fairly while maintaining regulatory compliance and supporting our Consumer Duty commitments. Beyond resolving individual cases, you'll help identify complaint trends and root causes, supporting improvements that reduce customer detriment and prevent repeat issues.

As part of your development, we'll also support you in working towards your CeMAP qualification, helping you build your knowledge and grow your career within MAB.

What You'll Be Doing

• Investigating customer complaints thoroughly and objectively in line with FCA requirements and internal procedures.

• Recording and tracking complaints to maintain accurate records and a clear audit trail.

• Gathering and reviewing evidence from customers, advisers, businesses and relevant third parties.

• Assessing information and making balanced, evidence-based decisions.

• Producing clear, accurate and professional customer correspondence, including final response letters.

• Communicating complaint outcomes and resolutions to customers and stakeholders.

• Managing complaint caseloads effectively to ensure regulatory timescales are consistently met.

• Identifying complaint root causes and escalating recurring issues where appropriate.

• Supporting initiatives to reduce customer detriment and improve customer outcomes.

• Building effective relationships with advisers, business owners and key internal stakeholders.

• Working collaboratively with colleagues across Compliance to support adviser development and continuous improvement.

• Maintaining a strong understanding of regulatory requirements, Consumer Duty expectations and complaint handling standards.

• Using Microsoft Office applications to manage, document and track complaint activity effectively.

What We're Looking For

We're looking for someone with strong analytical and communication skills who can investigate issues thoroughly, make fair decisions and manage competing priorities effectively.

You'll be comfortable dealing with sensitive situations, communicating with a range of stakeholders and working within a regulated environment where attention to detail and customer outcomes are paramount.

You'll Bring

• Knowledge and understanding of regulatory requirements within a financial services environment.

• Experience investigating complaints, disputes or customer concerns.

• Strong judgement and decision-making skills with the ability to assess evidence objectively.

• Excellent investigatory skills and the ability to identify root causes and appropriate resolutions.

• Experience managing workloads and meeting deadlines within regulated timescales.

• The ability to document findings clearly and communicate decisions professionally.

• Strong written and verbal communication skills.

• Confidence building relationships with a variety of stakeholders.

• Good organisational skills and attention to detail.

• Proficiency in Microsoft Office applications, including Outlook and Excel.

• A professional, resilient and customer-focused approach.

Our Values

Success at MAB is not only about what we do, but how we do it.

Take Ownership

We take responsibility for outcomes, individually and collectively. We follow through, act proactively and hold ourselves to high standards.

Customer First

We put our customers at the centre of how we communicate, support and deliver our work.

Stronger Together

We achieve more when we collaborate, support one another and celebrate