Senior Disputes Specialist - fintech

Open 33d

Key Responsibilities

Own and resolve complex, high-risk and escalated complaints to a high standard.
Act as a quality reference point - reviewing cases, identifying errors and coaching where needed.
Support the development and documentation of complaint handling processes and standards.
Contribute to MI and reporting, identifying trends and themes that drive improvement.
Liaise directly with Compliance on regulatory queries
Support root-cause analysis and feed insights into operational and product improvement.
Help onboard and upskill new team members as the function grows.
Maintain accurate records and contribute to audit-readiness across the complaints register.

Significant experience in complaints handling within regulated financial services.
Deep working knowledge of complaint handling requirements, regulatory standards, and ombudsman processes.
Track record of resolving complex or contentious cases to a high standard.
Strong quality assurance instincts - able to spot issues and articulate why they matter.
Confident communicator with customers, internal stakeholders and Compliance.
Experience contributing to process documentation or training within a complaints function.
Ideally a background in retail investment, trading platforms, financial services, or similar regulated environments.

Build something from the ground up - this is a new function with real influence over how it operates.
Work within a growing and innovative financial services environment at a critical point in its customer experience transformation.
Exposure to AI-enabled and digital-first servicing models.
Collaborative, high-performance culture with genuine development opportunities.
Competitive salary and benefits.