Complaints and Fraud officer

Complaints & Fraud Officer

Part-Time (25-30 Hours per Week) | Hybrid Working

Salary: Up to £28,000 FTE (Pro Rata)

A highly regulated organisation is seeking an experienced Complaints & Fraud Officer to join its team on a part-time basis. This is an excellent opportunity for a motivated and analytical professional with a strong background in complaints handling, regulatory compliance and fraud investigations.

Working within a fast-paced environment, you will play a key role in ensuring fair customer outcomes, maintaining regulatory standards and supporting continuous improvement initiatives across the business.

Key Responsibilities

Manage and investigate customer complaints in line with FCA requirements and internal procedures.
Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
Support fraud investigations and debt recovery activities.
Prepare and submit FCA complaints reporting.
Analyse complaints and fraud trends, providing actionable insights and recommendations.
Produce management information and reports for senior stakeholders.
Coordinate team workloads to ensure service and regulatory standards are met.
Conduct quality assurance reviews and identify opportunities for improvement.
Coach, support and develop colleagues to enhance capability and performance.
Build effective relationships with stakeholders across the organisation.

About You

You will have:

Proven experience managing complaints within a highly regulated environment, ideally within Financial Services.
Demonstrable experience handling Ombudsman complaints.
Strong knowledge of the FCA Complaints Handbook (DISP).
In-depth understanding of Consumer Duty principles.
Experience of FCA complaints reporting.
Knowledge of fraud investigation and debt recovery practices.
Strong stakeholder management and communication skills.
Intermediate Excel skills with the ability to interpret data and identify trends.
Experience producing reports for senior management audiences.
Experience coordinating team activities and conducting quality assurance reviews.
Proven ability to train, coach and support colleagues.
A proactive, investigative and continuous improvement mindset.

What's on Offer?

Salary up to £28,000 FTE (pro rata).
Part-time role working 25-30 hours per week across 5 days.
Hybrid working arrangement.
Opportunity to join a collaborative and supportive team.
Varied role with significant responsibility and impact.
Competitive benefits package.
If you have a passion for delivering fair customer outcomes, a strong understanding of FCA complaint handling requirements and experience within a regulated environment, we'd love to hear from you.

To apply, please submit your CV outlining your relevant experience to  or call (phone number removed) 

INDCOM