Complaints Officer

Complaints Officer

Location: Hybrid (50% Fenchurch Street Office, 50% WFH)

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 a detailoriented, empathetic and analytical Complaints Officer to join our First Line Risk team at Hampshire Trust Bank. This role is central to ensuring our customers receive fair outcomes, prompt resolutions and a consistently high standard of service.

You'll lead endtoend complaint investigations - engaging with customers to understand their concerns, gathering evidence, applying DISP requirements, and drafting clear and professional final responses. As part of our Complaints Centre of Excellence, you'll help protect the bank's regulatory record and contribute to a culture that champions excellent customer outcomes.

Key Responsibilities

Complaint Investigations

• Conduct full, fair and evidencebased investigations for all allocated complaints
• Maintain clear records within VISION and meet all regulatory timeframes (acknowledgement, updates and closure)
• Engage with customers throughout the investigation, providing regular updates and empathetic communication
• Draft highquality final response letters and supporting documentation

Internal & External Case Support

• Prepare complaint files for the Financial Ombudsman Service (FOS) when escalated
• Support the Complaints Manager with FOS queries and case strategy
• Respond to requests and queries from the complaints mailbox
• Build strong knowledge of lending and operational processes to challenge appropriately and ensure accuracy

Continuous Improvement & Risk Management

• Identify root causes and areas of potential customer detriment
• Share insights across the business to drive process improvements
• Support firstline assurance activities and broader central risk team initiatives

Who You'll Work With

Internal:

• Lending Teams
• 2nd Line Compliance
• Centralised Services

External:

• Financial Ombudsman Service (FOS)
• FCA
• FLA

What We're Looking For

Qualifications & Experience

• Strong understanding of FCA DISP, BCOBS, Consumer Duty, TCF, GDPR and vulnerable customer needs
• Demonstrated experience in complaints handling, quality assurance or risk within financial services

Skills & Attributes

• Excellent written communication and attention to detail
• Strong active listening, empathy and customer focus
• Logical, analytical thinker who can manage conflicting deadlines
• Teamoriented with the ability to engage effectively at all levels
• Selfstarter with high levels of professionalism and initiative

Benefits

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

If you're passionate about delivering fair outcomes, championing customer interests and strengthening operational integrity, we'd love to hear from you .