Complaints Coordinator

COMPLAINTS COORDINATOR

Start date: ASAP

Location: Onsite in Kettering

Hours: Monday to Friday 9-5.30pm

Salary: £28-30k + annual bonus

As a Complaints Coordinator, you will play a pivotal role in managing the complaints handling procedures within the our clients business. Working closely with the Compliance Team and management structure, you will ensure thorough reporting on all complaints, contributing to route cause analysis and compliance with FCA guidelines.

Key Responsibilities:

Complaints Handling:

• Ensure compliance with FCA DISP guidelines in all activities within the scope of responsibilities.
• Identify and manage expressions of dissatisfaction, adhering to business complaints handling procedures.
• Aim to resolve customer complaints within 24 hours, meeting all FCA guidelines and deadlines.
• Ensure customers affected by errors are appropriately rectified.
• Build and maintain effective relationships with internal stakeholders, regulatory bodies, and third parties.
• Collaborate with various departments to investigate and resolve compliance issues.
• Maintain the Customer Complaint System, following up with stakeholders for final resolution.
• Provide information to the Compliance Team and management regarding potential Franchisee Non-Conformity.
• Contribute to route cause analysis and recommend systematic/process changes to prevent complaint volumes.

Training and Development:

• Develop and maintain comprehensive training documentation for internal associates, Franchise Network, and external sales teams.
• Deliver training to Appointed Representatives and Mobile Company Store Managers for preventive measures.
• Present management information to internal teams and conduct field visits to identify and rectify issues.
• Provide training to new franchisees during their sign-up process, ensuring understanding of Appointed Representative requirements.

Person Specification:

We are seeking an individual who:

• Demonstrates a strong ability to work independently and self-manage.
• Possesses a professional telephone manner.
• Exhibits excellent computer skills, including proficiency in Microsoft Office.
• Has strong written and verbal communication skills.
• Displays outgoing, positive attitudes, and strong interpersonal skills.
• Possesses excellent organizational skills with the ability to manage multiple tasks.
• Someone who has worked in an FCA regulated environment is essential.

If you are interested in the role of Complaints Coordinator and feel that you have the relevant experience, please contact your Recruitment Partner, Lisa Logan at Unicorn Resourcing on or email

If this job isn't exactly right for you but you're looking for something new, please contact us for a confidential career discussion.

Unicorn Resourcing Limited is acting as an Employment Agency in regard to this Permanent opportunity.