Customer Service Contact Centre – Complaints Advisor Got a calm head and a knack for turning unhappy customers into satisfied ones? We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards. Monday to Friday normal office hours working Hybrid. No evenings or weekends Key Responsibilities Handle customer complaints via phone, email, and written correspondence Investigate complaints thoroughly, gathering and reviewing relevant information Provide clear, fair, and timely resolutions in line with FCA regulations Maintain accurate and detailed case records on internal systems Communicate outcomes clearly and empathetically to customers Identify root causes and escalate complex or high-risk issues where required Meet service level agreements (SLAs) and regulatory timescalesKey Requirements Previous contact centre experience, ideally within financial services Strong written and verbal communication skills Ability to manage sensitive conversations with empathy and professionalism Good understanding of regulated environments and customer fairness (e.g. FCA principles) Excellent attention to detail and strong organisational skills Ability to work to deadlines and manage multiple cases Confident using CRM and case management systems