Job description

We're partnering with one of our clients based in Manchester City Centre, one of the UK's leading investment platforms, to recruit Senior Customer Complaints & Outcomes Specialist's for a newly created role within their Customer Outcomes function.

Temporary 12-week contract with the possibility for extension
Monday to Friday (shifts between 0730-1800)
Hybrid working pattern but must be able to commit to full time office work whilst training
£15.90 per hour- Weekly pay
Start date: 23rd February 2026

The Opportunity

You'll play a key role in delivering a high-quality, empathetic complaints service, handling cases across all channels and levels of complexity - including executive, high-profile, and escalated matters.

You'll take full ownership of complaints from start to finish, applying sound regulatory judgement, producing clear and defensible decisions, and ensuring customers are kept informed at every stage. Beyond resolution, you'll contribute to root cause analysis, risk management, and process improvement, helping shape better outcomes across the wider business.

Key Responsibilities

Deliver professional, fair, and compliant complaint handling in line with FCA requirements and internal policy
Own complaints end-to-end, proactively engaging customers to understand concerns, expectations, and desired outcomes
Produce high-quality written and verbal responses, including outcome letters and redress decisions
Manage dependencies across teams to ensure timely, accurate resolution and first-time fixes
Handle complex, executive-level, media, and high-profile complaints where required
Record accurate case data, root cause analysis, and decision rationale to prevent repeat issues
Act as part of the first line of defence, identifying risks, escalating appropriately, and challenging where necessary
Support a positive, collaborative team culture while maintaining pace, quality, and accountability

Skills & Experience

Strong knowledge of FCA complaint-handling rules, FOS expectations, and regulatory risk
Practical experience applying TCF and Consumer Duty principles in decision-making
Excellent written and verbal communication skills, including handling difficult conversations
High attention to detail with a strong focus on quality, consistency, and fairness
Confident working across multiple systems and managing complex case workloads independently
Comfortable using judgement, making defensible decisions, and standing by outcomes

Personal Attributes

Calm, resilient, and professional under pressure
Customer-outcome focused rather than process driven
Confident challenging constructively and engaging in open debate
Takes ownership, moves with pace, and delivers with integrity
Flexible, adaptable, and committed to continuous improvement

If you're an experienced complaints or customer outcomes professional looking for a broader, more influential role within a well-regulated, customer-focused financial services business, we'd love to speak with you.

Brook Street NMR is acting as an Employment Business in relation to this vacancy.