Customer Complaints Handler

Customer Complaints Handler – Hybrid (2 days from home, 3 days office-based)

Warwick, Warwickshire
£27,000 + BUPA,  critical illness cover, death in service, Employee Assistance Programme, staff discounts & regular social events

Is 2026 the year you want to have a work life balance? No shifts or weekends?

Join a respected, established, and growing organisation in Warwick as a Customer Complaints Handler. This role is suited to an experienced complaints professional who can take full ownership of complex customer complaints cases, demonstrate sound regulatory judgement, and deliver high-quality outcomes in line with FCA expectations.

What’s on offer

Location:

Free on-site parking, easy access from A46, close to Warwick Parkway train station
Development:
Ongoing training and career progression within a supportive, professional environment
Key responsibilities of the Customer Complaints Handler:

Take ownership of complex and escalated customer complaints from receipt through to final resolution
Conduct detailed, evidence-based investigations ensuring fair, balanced, and timely outcomes
Draft high-quality final response letters that meet FCA  requirements
Apply sound judgement when interpreting FCA guidance and company policy
Identify root causes, trends, and systemic issues, recommending process and service improvements
Support quality assurance and share best practice across the complaints function

Skills & experience required to be a Customer Complaints Handler

Significant experience handling customer complaints, ideally within a regulated environment
Previous experience of writing final response letters
Proven ability to manage complex cases with confidence and professionalism
Analytical mindset with strong decision-making and problem-solving skills
Customer-focused approach with high attention to detail
Ready to step into a complaints role with real responsibility and progression? Apply today