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- Provide expert legal advice and oversight on customer complaints and dispute resolution processes.
- Review, assess, and guide the remediation of complex customer complaints, ensuring compliance with legal and regulatory standards.
- Collaborate with cross-functional teams (customer service, compliance, risk, and legal) to design and implement effective complaints-handling policies.
- Lead the legal response to complaints, including drafting settlement agreements and advising on potential litigation risks.
- Ensure compliance with industry-specific regulations, such as FCA guidelines, consumer protection laws, and financial ombudsman requirements.
- Maintain strong relationships with regulatory bodies, ombudsman services, and external legal counsel where needed.
- Monitor trends in complaints and provide strategic advice to mitigate legal and reputational risks.
- Support internal training and development to improve complaints-handling processes and legal awareness within the business.
- Qualified solicitor or lawyer
- 3-5+ years of experience in customer complaints remediation, dispute resolution, or consumer protection law.
- In-depth knowledge of financial services regulations, consumer rights, and complaints-handling best practices.
- Experience working with regulatory bodies, ombudsman services, and financial institutions.
- Strong legal drafting, negotiation, and communication skills.
- Excellent problem-solving abilities with a focus on risk mitigation and customer satisfaction.
- Ability to work independently and manage multiple cases simultaneously.
- Collaborative team player with a proactive and strategic mindset.
- Competitive salary and comprehensive benefits package.
- Opportunity to shape the customer complaints framework within a dynamic organization.
- Exposure to challenging and diverse cases in the financial services industry.
- Ongoing professional development and career growth opportunities.
- A supportive and collaborative work environment with a focus on work-life balance.
