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.

• 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.