Complaints Handler

Complaints Handler - Banking & Financial Services (Remote)

We are currently recruiting on behalf of a leading client for multiple Complaints Handler roles within a Banking & Financial Services environment.

Our client is recognised for delivering outstanding customer experience and is looking to strengthen their Financial Services complaints team due to continued growth.

Start Dates:
Various throughout 2026
Salary:
From £30,000 per annum

Location:

Work From Home
Training: 2 weeks training + 2 weeks Grad Bay

Contract:

Permanent, Full Time (40 hours) - fully flexible required

Job Profile Summary

We are looking for a highly motivated individual who consistently delivers on customer promises and demonstrates strong knowledge of products, policies, and procedures across Financial Services work streams.

This Complaints Handler role involves working across medium complexity and regulated cases, ensuring all decisions are clearly communicated and understood by customers.

Successful candidates will be confident working in a fast-paced Financial Services environment, adapting to change and managing multiple priorities effectively.

You will ensure full adherence to policies, training & competence schemes, and risk frameworks at all times, while delivering excellent service in the resolution of complaints within SLAs and deadlines. Client values must be demonstrated at all times.

Job Description

A Complaints Handler will work within standard compliance processes, systems, and procedures, reporting any non-compliance issues appropriately.
A Complaints Handler will prepare routine correspondence, reports, and documentation, ensuring accuracy and follow-up on outstanding issues.
A Complaints Handler will investigate and resolve customer complaints, handling complex queries and ensuring fair outcomes in line with Financial Services regulations.
A Complaints Handler will gather and input data from multiple sources to produce accurate reporting and case updates.
A Complaints Handler will communicate with customers across multiple channels including phone, email, and written correspondence.
Financial Services responsibilities include maintaining regulatory compliance, adhering to FCA requirements, and ensuring all complaint handling is completed fairly and within guidelines.

Essential

Experience:

Minimum 12 months complaint handling experience in a regulated Financial Services environment in the UK
Strong communication skills, both written and verbal
Confident telephone manner with ability to build rapport and support customers effectively
Excellent organisational skills with ability to manage workload and deadlines
Strong objection handling skills while maintaining professionalism

Background Checks:

Right to Work in the UK
Criminal Record Check
Credit Check
CIFAS and Sanctions checks
Other associated screening

Values we look for:

Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
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Disclaimer

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