Complaints Handler - Remote
Banking & Financial Services
Salary: From £30,000 per annum
Location: Fully Remote - Work from Home from Day One
Hours: Full-time (40 hours), shifts between 8am-8pm, Monday-Saturday
Start Dates: Multiple intakes from June onwards
Why Join?
This is an excellent opportunity to join a Great Place to Work UK (2025) recognised organisation that is committed to delivering outstanding customer experiences. You will be part of a supportive and high-performing team within a growing financial services environment, with genuine opportunities for development and progression.
About the Role
As a Complaints Handler, you will take ownership of customer concerns, managing and resolving complex and regulated complaints with professionalism, empathy, and efficiency.
This is a fast-paced and rewarding role where you will be responsible for making fair, well-reasoned decisions and ensuring customers receive clear and effective communication throughout.
Key Responsibilities
Investigate and resolve customer complaints within agreed SLAs and deadlines
Handle complex and regulated cases with accuracy and attention to detail
Communicate clearly with customers via telephone and written correspondence
Produce high-quality case notes, reports, and documentation
Work within compliance frameworks and identify any risks or non-compliance
Collaborate with colleagues and wider teams to achieve the best outcomes
Manage a varied caseload while meeting productivity and quality targets
What We're Looking For
Minimum 12 months' complaints handling experience within a UK FCA-regulated financial services environment
Strong written and verbal communication skills
Ability to manage workload effectively and meet deadlines
Confident handling of objections and challenging conversations
Adaptable and comfortable working in a fast-paced environment
Personal Attributes
Strong focus on delivering excellent customer service
Ability to remain calm under pressure and make logical decisions
High attention to detail and organisational skills
Team player with a proactive and solution-focused approach
Training & Background Checks
Training: 2 weeks initial training followed by 2 weeks in a supported "Grad Bay"
Pre-employment checks include:
Right to Work in the UK
Criminal Record Check
Credit Check
CIFAS and Sanctions checks
Any additional relevant checks
This is a great opportunity for someone looking to build or further their career within financial services while working in a fully remote environment.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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