As our Complaints Handler, you will be at the forefront of investigating, managing, and resolving customer complaints with professionalism, accuracy, and empathy. You’ll take ownership of cases from start to finish – gathering evidence, analysing information, and identifying root causes – to ensure fair and timely outcomes. Alongside this, you’ll provide vital administrative, and case-handling support to ensure our team meets its targets, all while complying with the Financial Ombudsman Service guidelines and FCA’s DISP rules.
Your role:
* Register and log complaints accurately, maintaining up-to-date records.
* Conduct Quality Assurance checks to identify trends, service issues, and areas for improvement.
* Prepare detailed case recommendations to enhance customer experience, particularly for cases referred to or accepted by FOS.
* Ensure compliance with FCA DISP rules and Consumer Duty requirements.
* Draft high-quality, bespoke final response letters to customers.
* Collaborate effectively with key stakeholders across the business.
* Provide general administrative support, including spreadsheet and database management.
* Analyse raw data to create reports and presentations.
* Communicate confidently and professionally via multiple channels.
What we require:
* Experience in complaints handling within financial services.
* Strong understanding of FOS guidelines, FCA DISP rules, and Consumer Duty.
* Excellent written communication skills with experience in drafting bespoke response letters.
* High attention to detail and accuracy.
* Proficient in Microsoft Office (especially Word and Excel).
* Ability to meet tight deadlines and manage competing priorities.
What we offer you:
* £28,000 - £29,500 annual salary
* Annual discretionary bonus scheme
* 25 days annual holiday plus bank holidays
* Contributory Pension scheme
* Life cover
* 1 day charitable work
Working hours are 35 hours a week Monday to Friday. Start times are flexible from 8.00 - 9.30. After a successful training period there is flexibility to work from home up to 2 days a week.
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