The Opportunity
Our client is a well-established and growing B2B SME lender, providing tailored funding solutions to small and medium-sized businesses across the UK. As part of their ongoing commitment to customer fairness and regulatory excellence, they are seeking an experienced Complaints Handler to join their risk and compliance function.
This role plays a critical part in ensuring complaints are investigated thoroughly, resolved fairly, and handled in line with regulatory requirements and internal policies.
Key Responsibilities
* Manage and investigate customer complaints from initial receipt through to final resolution
* Acknowledge complaints within required timeframes and maintain clear, professional communication with customers throughout the process
* Conduct fair, impartial, and detailed investigations, gathering evidence from relevant internal stakeholders
* Draft clear and compliant final response letters, including Financial Ombudsman Service (FOS) referral rights where applicable
* Ensure complaints are handled in accordance with FCA rules, DISP requirements, and internal procedures
* Accurately record complaints, actions, and outcomes within internal systems
* Identify root causes and trends in complaints, escalating risks and making recommendations for process improvements
* Liaise with compliance, legal, underwriting, collections, and customer-facing teams as required
* Support responses to FOS cases and regulatory queries when necessary
Skills & Experience
* Previous experience handling complaints within financial services, ideally within lending, banking, or SME finance
* Strong understanding of FCA regulations and DISP rules
* Experience dealing with B2B complaints (desirable)
* Excellent written communication skills, with the ability to produce clear and professional final responses
* Strong investigative and analytical skills
* Ability to manage a varied caseload and meet regulatory deadlines
* High attention to detail and a balanced, customer-focused approach
* Confident stakeholder management and the ability to challenge constructively
Personal Attributes
* Fair, objective, and resilient when dealing with complex or sensitive cases
* Highly organised with strong time-management skills
* Comfortable working independently while collaborating with wider teams
* Committed to delivering good customer outcomes and continuous improvement
What Our Client Offers
* Competitive salary and benefits package
* Flexible working arrangements
* Opportunity to join a growing, specialist SME lender
* Exposure to a broad range of complaints and regulatory matters
* Supportive and professional working environment
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