Customer service Complaints advisor - Hybrid

Location: Risley

Customer Service Contact Centre – Complaints Advisor

Got a calm head and a knack for turning unhappy customers into satisfied ones?

We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards.

Monday to Friday normal office hours working Hybrid. No evenings or weekends

Key Responsibilities

Handle customer complaints via phone, email, and written correspondence
Investigate complaints thoroughly, gathering and reviewing relevant information
Provide clear, fair, and timely resolutions in line with FCA regulations
Maintain accurate and detailed case records on internal systems
Communicate outcomes clearly and empathetically to customers
Identify root causes and escalate complex or high-risk issues where required
Meet service level agreements (SLAs) and regulatory timescales

Key Requirements

Previous contact centre experience, ideally within financial services
Strong written and verbal communication skills
Ability to manage sensitive conversations with empathy and professionalism
Good understanding of regulated environments and customer fairness (e.g. FCA principles)
Excellent attention to detail and strong organisational skills
Ability to work to deadlines and manage multiple cases
Confident using CRM and case management systems