Key Duties & Responsibilities Customer ContactHandle inbound/outbound calls with customers regarding PPI complaints and redress queries Manage sensitive conversations with empathy and professionalism Keep customers updated throughout the claim/complaint lifecycle Case Investigation Review of policy documents, sales records, and customer evidence Assess eligibility for PPI redress in line with FCA DISP rules and FOS guidance Liaise with lenders, brokers, and internal departments to gather information Complaint Resolution Take full ownership of cases from first contact to final decision Draft clear, fair Final Response Letters (FRLs) explaining outcomes Calculate redress and arrange payments where upheld Ensure cases meet 8-week FCA final response deadline Compliance & Record Keeping Maintain accurate, detailed notes on all interactions and decisions Ensure all work complies with FCA, FOS, and company policy Escalate complex cases or vulnerable customer situations to Team Leader Performance Meet individual quality, productivity, and SLA targets Contribute to team goals and continuous improvement initiatives Skills & ExperienceEssential: 1+ years in customer service, complaints, or financial services Desirable: Previous PPI, FOS, banking, or insurance complaints experience Strong knowledge of FCA complaint handling rules (DISP)Excellent verbal and written communication High attention to detail and analytical skills Resilient, empathetic, and able to de-escalate difficult calls Proficient in MS Office and CRM/claims systems