Complaints Handler

Anderson Knight is delighted to be partnering with a leading financial services organisation to recruit a Complaints Resolution Handler.

This is an excellent opportunity for an experienced complaints professional to join a supportive and customer-focused team, with clear opportunities for development and progression.

You will be responsible for managing customer complaints from initial contact through to resolution, ensuring each case is handled fairly, efficiently and in line with regulatory requirements.

Location: Glasgow (Hybrid)
Salary: £27,500, with the opportunity to increase your salary to £29,000 through the successful completion of company-supported learning and development programmes.
Hours: Rotating shifts of 8am-4pm, 9am-5pm and 10am-6pm, with approximately 1 week in every 5-6 weeks working 12pm-8pm. Occasional weekend cover may also be required to support the wider team during holidays or periods of absence.

• Manage a caseload of complaints from start to finish, ensuring fair, timely and accurate outcomes.
• Communicate clearly and professionally with customers and internal stakeholders.
• Maintain accurate records and documentation in line with regulatory and internal standards.
• Work collaboratively with relevant departments to investigate and resolve complaints.
• Keep customers informed throughout the resolution process, delivering a positive customer experience.
• Identify trends and recurring themes to support continuous improvement initiatives.

• A minimum of 1 year’s end-to-end complaints handling experience.
• Experience working within a regulated environment, ideally within financial services.
• Strong written and verbal communication skills.
• The ability to manage sensitive or complex situations with empathy and professionalism.
• A proactive, organised approach with the ability to work independently and as part of a team.

• Starting salary of £27,500 with the opportunity to increase to £29,000 through structured learning and development programmes.
• 33 days holiday including public holidays.
• Additional birthday leave.
• Discretionary bonus scheme.
• Up to 20% employer pension contribution.
• Private medical insurance and eyecare support.
• Hybrid working following probation.
• Ongoing training, development and career progression opportunities.

If you’re looking for a role where you can make a real difference while developing your career within a highly regarded financial services organisation, we’d love to hear from you.