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 success collectively.

Embrace Change

We evolve, adapt and actively look for better ways to work. We see change as an opportunity to improve.

🤝 Recruitment Process

1st Stage: Teams Interview
2nd Stage: Face-to-Face Interview

What's In It For You?

💸 Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equiniti), retail discounts, free entertainment tickets, plus much more!

⏰ Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager)

📚 A wide range of Learning & Development offers, including support towards gaining your CeMAP qualification, helping you to grow and thrive in your career

🤝 A supportive, inclusive culture with forums you're welcome to join from day one, using your voice to make MAB an even better place to work

Everyone is Welcome

At MAB, we value different experiences and perspectives which add diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.

We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you'd like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk.

Use of AI

We recognise that AI tools can be a helpful way to articulate your qualities, skills and experience when applying for roles. It's important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self.

Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won't be accepting speculative CVs from recruitment agencies, with a full PSL in place.

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