Complaints Executive

We’re looking for a motivated, proactive, and resilient Complaint Executive to join our team at Admiral Money!

About Admiral Money

Admiral Money is an exciting, new division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral. 

The journey started when we launched unsecured personal loans in June 2017. We went on to be the first direct to consumer car finance provider in December 2017. Since then, we have gone from strength to strength and have some exciting plans for the future.

We’re looking for people who are keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers.

The Role

In this role, you’ll specialise in handling escalated complaints. You’ll investigate a wide range of cases, working with colleagues across the business to ensure fair outcomes and, where needed, appropriate remedial action.

You’ll be responsible for maintaining high standards of complaint handling in line with Financial Conduct Authority (FCA) regulations - from prompt acknowledgement through to effective root cause analysis.

Admiral Money is a great place to grow your career, develop your skills, and take on new challenges. You’ll be supported every step of the way to help you reach your full potential.

Key Responsibilities

• Investigate complaints efficiently and accurately across all three product lines, ensuring fair outcomes.
• Listen actively to customers, simplify complex issues, and build trust by resolving concerns quickly and professionally.
• Take ownership of decisions and use sound judgment to deliver fair and consistent outcomes.
• Identify root causes of complaints and collaborate with teams across the business to help prevent recurrence.
• Build strong working relationships with the Financial Ombudsman Service (FOS) and apply relevant guidance from their decisions.
• Consistently deliver excellent customer service.

Complaint Handling

You’ll investigate and respond to customer complaints in line with FCA DISP regulations, ensuring fair treatment and good outcomes. Where errors are identified, you’ll ensure they’re corrected and that all agreed actions are completed promptly and effectively.

Process Improvement

You’ll work closely with operational teams to support the development of process documentation and provide insights to help improve customer-focused processes and complaint resolution.

FOS Complaints

You’ll be responsible for liaising with the Financial Ombudsman Service on escalated complaints, ensuring open, timely, and appropriate communication to support swift resolution.

Sharing Best Practice

As part of a small team, you’ll help share expertise and best practices across the Complaints team and wider business. This may include delivering training, running call calibration sessions, or facilitating workshops.

What We’re Looking For

• Experience handling customer queries in unsecured personal loans, car finance, or mortgages.
• Experience managing complaints in a regulated environment.
• Proficiency in Microsoft Office tools.
• A strong commitment to delivering excellent customer service.
• Clear and confident communication skills, with the ability to engage with colleagues at all levels and across various channels.
• A collaborative mindset and a desire to support and develop others.
• Strong attention to detail and analytical thinking.
• Confident decision-making and problem-solving skills.
• Proactive, organised, and able to manage time effectively.
• A positive, solutions-focused attitude and a commitment to continuous improvement.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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