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Complaint Handler

  • Location: Southend-on-Sea
  • Salary: £23,000 per year
  • Job Type:Permanent

Posted 15 days ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 12 February 2023
  • Job Ref: LW/19953

​Salary: Up to 23K DOE

Monday-Friday 9am-5.30pm

We have a fantastic opportunity for a Complaints Handler to join a friendly and professional team. As a Complaints Handler, you will be responsible for investigating, resolving, and responding to complaints received via a variety of channels including telephone, email, letter, and live chat. The key objective is to deal with complaints in a timely and fair manner whilst adhering to business and regulatory guidelines.

Key Responsibilities

•To ensure that all complaints are handled within timescales & FCA guidelines maintaining a high standard of response which is accurate, concise and professional

•Maintain appropriate records relating to all complaint activity using internal systems

•To provide a high-level overview of urgent/priority cases where required to the Senior Management Team

•To identify trends and root cause of complaints making recommendations for improvement where necessary

•Clearly and confidently communicate decisions with sound justification

•To produce high quality written correspondence to customers and the Financial Ombudsman Service (FOS) which are in line with our Quality Assurance guidelines

•Develop and maintain industry knowledge, including regulatory and legislative changes, with particular attention to FOS outcomes

•To provide feedback using predefined procedures and processes to help the business identify areas for improvement and development

•To contribute to the development and success of the Company by taking an active part in team and operational meetings

•To maintain a professional and courteous manner towards your fellow team members, customers, and clients.

•To work within our regulatory framework and adhere to our Quality Assurance Programme.

•To comply with the housekeeping rules contained within the Staff Handbook.

Person Specification

•A proven track record of delivering high standards of customer care in a similar role

•Excellent communication skills both verbal and written

•Attention to detail with focus on achieving first time quality

•Ability to work autonomously taking ownership for your own workload

•Ability to problem solve autonomously or as part of a team

•Flexible, with the ability to adapt to changing requirements

•Able to work under pressure to meet deadlines

•Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.

•Competent level in Excel, Word, and Internet

•CII – IF1 preferred


•Paid medical treatment through a Health Cash plan

•Tech purchase scheme


•Holiday buy scheme

•Christmas savings club

•Shopping discounts

•Length of service awards•