Complaint Handler

Description

Our established Peterborough based client are seeking a skilled and customer-focused Complaint Handler to join their team. In this role, you will be responsible for investigating and resolving customer complaints fairly, efficiently, and in line with regulatory requirements. In this full time, permanent role working Monday to Friday 8.45am to 5.15pm. Your work will play a key role in enhancing customer trust and ensuring our organisation maintains a high standard of service and compliance.

Key Responsibilities in the Complaint Handler role will include:

* Log, acknowledge, investigate, and resolve customer complaints within regulatory and internal deadlines

* Conduct fair, thorough investigations and gather all necessary information to fully understand the customer’s concerns

* Liaise with relevant internal/external departments to resolve complaints

* Draft clear, well-reasoned written responses to customers, explaining decisions in line with company policies and FCA guidelines

* Escalate complex or high-risk complaints appropriately

* Identify and report root causes and trends to help improve processes and reduce future complaints

* Maintain accurate and up-to-date records on the complaints handling system

* Ensure all complaints are handled in line with FCA and Financial Ombudsman Service (FOS) expectations

* Continuously develop knowledge of products, policies, and regulatory requirements

Experience required for the Complaint Handler role:-

* Experience in handling complaints within a regulated environment essential (FCA Desirable)

* Excellent written and verbal communication skills

* Ability to remain calm, empathetic, and professional under pressure

* Strong investigative, analytical, and decision-making skills

* High attention to detail and accuracy

* Proficiency with Microsoft Office and complaint management systems

* Ability to manage a varied workload and meet strict deadlines

In return our client is offering:-

* Salary £27,000 - £31,000 Depending on Experience

* Access to pension scheme

* Attendance bonus

* Rewards & discount schemes

* Opportunities to progress

* Free onsite parking

Further details of this Complaint Handler role are available on application. To apply, please submit your current CV. Interviews will be held as CVs are reviewed.

Infinity Recruitment Consultancy Limited acts as an employment agency for permanent, contract and temporary recruitment. By applying you will be registered as a candidate with Infinity Recruitment Consultancy Limited, your personal data may be added to our database as part of the application process. Our privacy policy is available on our website and explains how we will use your data

Ad ID: 5416917300