About the position
Key Responsibilities
Recoveries & Case Management
- Proactively manage a portfolio of accounts in recovery, applying effective strategies to secure repayment
- Liaise with solicitors and borrowers to assess case progression, settlement outcomes, and repayment timelines
- Monitor breached or non-performing accounts, escalating high-risk cases where required
- Conduct regular case reviews and update internal records and CRM systems with accurate notes
- Process loan term extensions, borrower representation changes, and facility adjustments
- Support enforcement or litigation, including drafting documents, briefing counsel, and tracking legal spend
Complaints Handling
- Manage the full complaints process, ensuring timely responses in line with FCA regulations and internal SLAs
- Investigate and resolve complaints by engaging with clients, solicitors, and internal stakeholders
- Maintain thorough records of complaints, investigations, and outcomes
- Draft fair, clear, and accurate complaint outcome letters
- Identify complaint trends or root causes and escalate insights to improve processes and product design
- Support the preparation of FCA reports and internal management information relating to complaints
Compliance & Reporting
- Ensure all activities comply with FCA regulations, AML, GDPR, and internal compliance policies
- Maintain well-documented case files to support internal and external audits
- Contribute to operational reporting and provide regular case status updates to senior management
Skills & Competencies
- Experience in complaints handling, recoveries, or case management within financial services, legal, or consumer credit sectors (training will be provided if needed)
- Knowledge of Family Law, Probate, or consumer credit lending is advantageous
- Excellent verbal and written communication skills with the ability to explain complex issues empathetically
- Strong organisational skills with attention to detail
- Confident decision-making with the ability to assess and manage risk
- Resilient and composed when handling sensitive or emotionally charged interactions
- Adaptable to a fast-paced, evolving environment with a solutions-focused mindset
- Team player with a proactive approach to continuous improvement and learning
Why Join?
- Opportunity to be part of a mission-driven, award-winning team
- Inclusive and collaborative working environment
- Meaningful work supporting people through complex legal and financial journeys
- Comprehensive training and development with clear progression pathways
Desired Skills:
About The Employer:
This role focuses on managing a portfolio of customer cases, ensuring fair and timely resolution of complaints and effective recovery of outstanding loan balances. It is a varied and fast-paced position that requires excellent communication skills, strong attention to detail, sound judgement, and a customer-first approach. The successful candidate will also contribute to identifying root causes of complaints, recommending process improvements, and ensuring compliance with regulatory expectations, including the FCAs Consumer Duty.
Employer & Job Benefits:
