• Managing a complaints team and ensuring that team members apply and adhere to correct policy and procedures.•Assisting clients via telephone and email communication Managing complaints in accordance with regulatory guidelines, complaint handling according to policy and procedures of the company.•Organise and manage time affectively to ensure deadlines are achieved.•Maintain a professional, clam and polite tone while conversing with clients in difficult situations.• Negotiating with clients to resolve complaints to the highest standards ensuring both client and company are in satisfied.• Investigating clients’ complaints, listening to phone recordings of sales agents and clients to establish appropriate course of action.•Responsible for accessing and evaluating legal documentation from companies’ lawyers and clients to successfully proceed with payments when resolution is found.• Training new employees• Working with different regulations, CySec, ASIC, FCA, FSCA & the Financial Ombudsman.• Checking and adhering to KYC procedures.• Ensuring targets are reached monthly.• Completely monthly CySec reports• Preparing Financial Ombudsman replies when clients seek mediation through their services.