Senior Complaints Officer

Senior Complaints Officer

Location: London (Hybrid - 50/50)

Hours: Monday to Friday, 9:00am-5:30pm

Working Pattern: Hybrid

Reports to: Complaints Manager

Department: Service Operations - First Line Risk (Complaints)

About the Role

We're looking for an experienced Senior Complaints Officer to join our First Line Risk Complaints team at Hampshire Trust Bank.

This is a pivotal role focused on delivering fair customer outcomes, ensuring regulatory compliance, and driving continuous improvement across the complaints journey. You'll handle complex complaint investigations endtoend, provide highquality insight and reporting to senior stakeholders, and play a key role in root cause analysis to reduce future complaints.

You'll also act as a deputy to the Complaints Manager when required, providing guidance, quality oversight and coaching to Complaints Officers within the team.

Key Responsibilities

Complaint Handling & Investigations

• Manage complex complaints endtoend in line with FCA DISP requirements
• Engage with customers to fully understand concerns and deliver empathetic, evidencebased outcomes
• Draft clear, professional and compliant final response letters
• Manage complaint timelines, ensuring all regulatory milestones are met
• Prepare FOS case files and support responses to escalated complaints

Reporting, Insight & Root Cause Analysis

• Produce accurate and timely complaints MI and reporting for COO, business stakeholders and Risk Committee
• Analyse complaint trends and themes to identify root causes
• Support and contribute to root cause analysis forums, driving actions to reduce future complaints
• Act as an advocate for preventing customer detriment across the business

Oversight & Continuous Improvement

• Act as the first point of escalation for Complaints Officers
• Provide coaching, guidance and quality oversight across the team
• Identify and implement improvements to complaints processes
• Contribute to policy, process and control enhancements
• Maintain uptodate knowledge of regulatory changes and best practice

Risk & Assurance

• Support firstline assurance activity to ensure adherence to policy, procedures and risk appetite
• Ensure complaint outcomes are robust, evidencebased and customerfocused

Who You'll Work With

You'll work closely with:

• Complaints Manager and Complaints Officers
• Lending and Operations teams
• 2nd Line Compliance and Risk teams
• Centralised Services
• External bodies including FOS, FCA and FLA

What We're Looking For

Qualifications & Experience

• Proven experience in complaints handling, quality assurance or risk roles within Financial Services (mortgage/specialist lending background preferred)
• Strong working knowledge of FCA DISP, BCOBS, GDPR, Consumer Duty, TCF and vulnerable customer requirements
• Experience managing complex complaint investigations and FOS escalations
• Ability to analyse data, identify root causes and drive meaningful improvement

Skills & Attributes

• Strong empathy and active listening skills
• Excellent written and verbal communication
• High attention to detail and strong organisational skills
• Confident working independently while managing competing priorities
• Collaborative team player able to engage stakeholders at all levels
• Positive and pragmatic approach to change

Benefits

• Competitive salary
• Discretionary annual bonus
• Hybrid working (50/50)
• 25 days annual leave (increasing with service) + Holiday Buy Scheme
• Private Medical Insurance (Bupa)
• Mental health & wellbeing support via YuLife & Bupa
• Pension scheme - 8% employer contribution (noncontributory)
• Cycle to Work & Green Car Schemes
• Interestfree season ticket loan
• Annual volunteering day & Net Zero commitment
• YuLife Rewards - retail, lifestyle & experience discounts

If you're an experienced complaints professional who's passionate about fair customer outcomes , regulatory excellence and continuous improvement, we'd love to hear from you.