About the role: The Senior Complaints Officer plays a key role as part of our Operations team in our Chester office, providing first line support to customers and managing incoming complaints over a range of media. Your main functions will be investigating and handling complaints about various products, including Savings and Lending products. You will conduct thorough investigations to understand the nature and root cause of each complaint. Role Responsibilities: Manage incoming complaints via phone, email, and feedback platforms Investigate and resolve customer complaints, delivering fair outcomes in line with regulatory requirements Ensuring compliance with regulatory standards by maintaining accurate records and adhering to best practices and contact strategy Progress complaints within agreed timescales, recording information relating to the complaint accurately Conduct root cause analysis to identify trends, suggest process improvements, and communicate lessons learned Excellent communication and interpersonal skills with a first-class telephone manner and the ability to deal with customers confidently Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures in a courteous and patient manner Handle challenging situations and maintain composure Identify and implement effective solutions to complex issues Understand the background of each complaint, do the required investigations with the provided tools, and respond appropriately Proven ability to handle sensitive conversations with discretion, empathy and professionalism Work closely with internal and external stakeholders, including compliance and IT Undergo the required training and regulatory training, applying it in your role where necessary A flexible approach providing cover and assistance around the business as required, cross-skilled in all aspects of the role Contribute to the development of a diverse and inclusive culture Required skills and experience: Experience: 3 years’ experience in a complaints’ handling role within financial services Ability to remain calm under pressure and manage challenging situations Be reliable, honest, and contribute to creating a thriving culture The ability to build relationships and rapport with customers, many of whom will be unhappy for various reasons The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar, as well as clearly articulating key points of your investigation Able to demonstrate how you can identify trends and improvements Ability to multi-task and work in a fast-paced environment while providing a high level of customer service You should be able to listen and understand issues and maintain accurate records Knowledge of regulatory policies within the financial services sector is desirable Alongside this we can offer you: A very competitive salary with an excellent benefits package 25 days holiday, plus 8 days bank holiday (this increases with service) Oxbury Award (Bonus scheme) Free Personal Training session every week Private Medical Healthcare Employee Assistance Programme Life Insurance Enhanced maternity/paternity leave Employee referral scheme