Job Description
Complaints Handler
Department: Operations
Employment Type: Full Time
Location: Wrexham
Reporting To: Abi Bebb
This is a 12 Month Fixed Term Contract
As a Complaints Handler, you will play a key role in delivering fair, timely, and customer-focused complaint resolutions while ensuring full compliance with FCA regulations and industry standards. You will investigate each case thoroughly by gathering evidence, engaging with customers and internal stakeholders. Beyond resolving individual complaints, you will contribute to continuous improvement by identifying trends and recommending enhancements to products, services and customer journeys. You will also manage complaints from initial receipt through to final resolution and help identify opportunities to improve the overall customer experience and complaint handling process.
Key Responsibilities
- Manage customer complaints from initial contact through to resolution, conducting thorough investigations and ensuring all cases are handled fairly, efficiently, and in line with FCA regulations.
- Apply sound judgement and effective problem-solving skills to assess information, determine appropriate outcomes.
- Maintain accurate and up-to-date complaint records within the CRM system, ensuring compliance with record-keeping standards and regulatory requirements.
- Identify root causes, analyse complaint trends, and recommend improvements to processes, systems and controls.
- Review and respond to Financial Ombudsman Service (FOS) referrals, preparing comprehensive evidence packs and supporting documentation within agreed timescales.
Skills, Knowledge & Expertise
- Recent experience handling customer complaints and complex cases within a regulated financial services environment.
- Strong knowledge of financial products, including credit cards, consumer loans, savings accounts, and mortgages is advantageous.
- Excellent written and verbal communication skills, with the ability to demonstrate empathy, build rapport, and deliver positive customer outcomes.
- Strong analytical and problem solving skills, experience handling customer data and the ability to support vulnerable customers.
- Knowledge of fraud investigations, collections processes, and Financial Ombudsman Service (FOS) cases is advantageous.
- Minimum qualification of A-Levels (or equivalent), including GCSE English and Maths (Grade C/4 or above).
Job Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working
- Free breakfast available
