Senior Client Disputes Specialist 

Location:  London / Hybrid

MERJE is pleased to support a FTSE 100 global fintech, operating across multiple countries and serving over 350,000 active clients. Our client offers both leveraged and non-leveraged trading across a broad range of asset classes, alongside share dealing and investment products through their retail brands. The business is currently undergoing a major transformation, developing a digital-first, AI-enabled Customer Experience function that delivers exceptional client outcomes whilst maintaining the highest regulatory standards. As part of this evolution, they are establishing a global complaints capability to manage client disputes comprehensively across all markets.

The Role

We are seeking an experienced Senior Client Disputes Specialist to help build this global complaints capability. This senior, individual contributor position involves managing the most complex and high-risk complaints from initial assessment through to Final Response Letter (FRL). You will support quality assurance across the team and contribute to defining the standards and processes for complaint handling. As a technical expert, you will be a key influencer in shaping the ongoing development of the function.

Key Responsibilities

• Manage and resolve complex, high-risk, and escalated complaints end to end, through to Final Response Letter (FRL) or, where appropriate, Summary Resolution Communication (SRC).
• Handle complaints from a global client base, applying FCA DISP rules and relevant local regulations.
• Act as a quality reference by reviewing cases, identifying errors, and providing coaching where necessary.
• Support the development and documentation of complaint handling processes and standards across multiple markets.
• Contribute to management information (MI) and reporting, identifying trends and themes to drive continuous improvement.
• Liaise closely with Compliance on regulatory queries, Financial Ombudsman Service (FOS) referrals, and DISP compliance matters.
• Support root cause analysis and provide insights to enhance operational and product performance.
• Assist in onboarding and upskilling new team members as the function expands.
• Maintain accurate records and ensure audit readiness across the global complaints register.

Candidate Profile

• Extensive experience in complaints handling within regulated financial services.
• Strong working knowledge of FCA DISP and FOS processes, including SRC and final response requirements.
• Proven track record of resolving complex or contentious cases to a high standard.
• Exceptional quality assurance skills, with the ability to identify issues and explain their significance clearly.
• Confident communicator, able to engage effectively with clients, internal stakeholders, and Compliance teams.
• Experience in contributing to process documentation and delivering training within a complaints function.
• Exposure to complaints across multiple jurisdictions is advantageous.
• Preferably, a background in retail investment, trading platforms, or leveraged products.
• A strong desire to help build a global complaints capability with genuine influence over its operation.
• Motivated to work within a FTSE 100 fintech at a pivotal stage in its Customer Experience transformation.
• Familiarity with AI-enabled and digital-first servicing models is beneficial.
• Ability to thrive in a collaborative, high-performance culture with real opportunities for professional development.

Why Join This Business

• Play a key role in establishing a global complaints capability with meaningful influence on its direction.
• Be part of a FTSE 100 fintech at a critical juncture in its Customer Experience transformation.
• Gain exposure to cutting-edge AI-enabled and digital-first servicing models.
• Enjoy a collaborative, high-performance culture that fosters genuine development opportunities.
• Receive a competitive salary and comprehensive benefits package.

Applicants must be based in and eligible to work in the UK without sponsorship.

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