Complaints Handler

Posted 5 April by JHR Easy Apply

Complaints Handler

£18,000 - £20,000 (DOE) plus annual bonus, pension & healthcare plan

Leeds City Centre - free parking

Full Time & Permanent - Office Hours (no weekends)

All applicants MUST be able to pass a credit check and a CRB check!

Company & Role Overview:

Our client, an award-winning financial services company, provides finance solutions to consumers and businesses. They’ve recently been rated as one of the" Sunday Times Top 100 Best Companies to Work For" with an impressive employee retention rate of 83%. Due to natural growth, they are now seeking a positive, ambitious and experienced Complaints Officer to join their offices in Leeds City Centre.

The company are heavily invested in their employee’s which is why they provide an in-depth induction to all employees which covers the company background and their principles as well as providing full training to ensure you’re up to date and confident in the role.

We are looking to speak to experienced Complaints Handlers who have a background within Financial Services and a genuine passion for delivering exceptional customer service. This role will involve handling complaints via the telephone, email and letter, so experience in all three would be ideal.


• Ensure that every customer receives a positive customer experience on every contact

• Deliver on all personal KPI’s and objectives so that business goals are met

• Engage with customers in order to improve the customer experience through continuous business improvement

• Resolve client and customer complaints as an expert advisor directed by the Team Manager

o Accurately gather and send all information to FOS/FLA within prescribed time limits

o Accurately register complaints on the relevant systems

o Maintain accurate paper and computer records of all customer interaction

o Negotiate on the telephone with customers, introducers, external regulatory bodies and suppliers of service

o Arrange within agreed mandates, inspections and remedial work and arbitration when required and agree settlement payments, where required

• Gather data so that root cause of complaints can be analysed and trends reported

• Highlight red flags and trends to the Customer Insight Analyst, so that root cause can be analysed and customer experience and outputs can be improved

• Ensure all complaints are managed in line with TCF outcomes & FCA guidelines

Due to the nature of the business, FCA background is essential, as are fantastic communication skills - telephone based as well as letter/email writing skills and experience. This is a fast-paced department so the ability to work, and self-manage, a high caseload under pressure is essential.

If you have experience in the above and are trustworthy, empathic and team orientated then we would love to hear from you. Our client genuinely cares about their workforce and this is reflected in their generous benefits package - pension, healthcare plan, 25 days holiday (plus bank holidays), annual company bonus and free parking.

If you’re looking for an opportunity to build a career within a forward-thinking organisation where you will be rewarded for your hard work and will have the opportunity to develop and grow, please apply now!

Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for.

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Required skills

  • Consumers
  • Customer Complaints
  • Inspections

Reference: 34832930

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