Case Manager

Role Purpose To investigate, resolve, and respond to customer complaints in a fair, timely, and customer-focused manner in line with FCA DISP rules and internal procedures. The Case Manager ensures that customer concerns are properly understood, root causes are identified, and appropriate redress or remedial action is offered where required. Key Responsibilities Complaint Handling: Acknowledge, investigate, and respond to complaints within regulatory and internal service-level timelines (e.g., 3-day resolution, 8-week final response). Conduct fair, thorough, and impartial investigations using available systems, records, and interviews with relevant departments. Customer Communication: Draft clear, empathetic, and jargon-free complaint responses. Maintain regular contact with customers throughout the complaint lifecycle. Explain decisions and outcomes clearly, providing redress or goodwill where appropriate. Regulatory Compliance: Ensure all complaint handling adheres to FCA DISP rules, Consumer Duty, and Treating Customers Fairly (TCF) principles. Identify and escalate any breaches, risks, or potential systemic issues. Root Cause Analysis & Continuous Improvement: Log and categorise complaint root causes. Identify themes and contribute to feedback loops with the business to prevent recurrence. Support MI reporting by accurately recording data and contributing to trend analysis. Collaboration: Work closely with product, operations, legal, and compliance teams to gather fac