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 an...