Responsibilities
in the Complaint Handler role will include:
1. Log, acknowledge, investigate, and resolve customer complaints within regulatory and internal deadlines
2. Conduct fair, thorough investigations and gather all necessary information to fully understand the customer’s concerns
3. Liaise with relevant internal/external departments to resolve complaints
4. Draft clear, well-reasoned written responses to customers, explaining decisions in line with company policies and FCA guidelines
5. Escalate complex or high-risk complaints appropriately
6. Identify and report root causes and trends to help improve processes and reduce future complaints
7. Maintain accurate and up-to-date records on the complaints handling system
8. Ensure all complaints are handled in line with FCA and Financial Ombudsman Service (FOS) expectations
9. Continuously develop knowledge of products, policies, and regulatory requirements
Experience required for the Complaint Handler role:-
10. Experience in handling complaints within a regulated environment essential (FCA Desirable)
11. Excellent written and verbal communication skills
12. Ability to remain calm, empathetic, and professional under pressure
13. Strong investigative, analytical, and decision-making skills
14. High attention to detail and accuracy
15. Proficiency with Microsoft Office and complaint management systems
16. Ability to manage a varied workload and meet strict deadlines
In return our client is offering:-
17. Salary £27,000 – £31,000 Depending on Experience
18. Access to pension scheme
19. Attendance bonus
20. Rewards & discount schemes
21. Opportunities to progress
22. Free onsite parking
Further details of this Complaint Handler role are available on application. To apply, please submit your current CV. Interviews will be held as CVs are reviewed.
Infinity Recruitment Consultancy Limited acts as an employment agency for permanent, contract and temporary recruitment. By applying you will be registered as a candidate with Infinity Recruitment Consultancy Limited, your personal data may be added to our database as part of the application process. Our privacy policy is available on our website and explains how we will use your data.
More Information
23. Salary Offer £27,000 - £31,000 Depending on Experience
24. Address Peterborough, Cambridgeshire
25. Hours Full Time