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Complaints Handler
Job Posted: 23 days ago
Salary: £ 29,000 - 32,000 / Annum
Job Type: Permanent
Location: Basingstoke, Hampshire
Expire in: 5 days
Job Description
We are seeking an experienced Complaints Handler with a background in a regulated financial services environment, ideally with specific knowledge of mortgage products or similar regulated offerings.
Benefits as Complaints Handler include:
* £32K DOE plus benefits including Bonus
* Hybrid model: 5 days a week in the office for first 6 months during probation moving to Hybrid (3 days office).
Role: Complaints Handler (Financial Services)
Key Responsibilities:
* Manage complaints from end to end, taking full ownership
* Conduct detailed fact-finding, identify root causes, and carry out thorough investigations
* Deliver fair and well-reasoned resolutions, including writing formal complaint responses and making final decisions
* Liaise directly with customers as well as third parties such as the Financial Ombudsman Service (FOS)
* Handle a wide range of complaint types, including both product-related issues (e.g. suitability of products) and service-related concerns (e.g. customer service experience)
Requirements:
* Proven experience handling complaints within a regulated financial services environment
* Strong understanding of complaint handling processes from investigation through to resolution
* Experience dealing with external bodies such as the FOS
* Excellent written communication and decision-making skills
Additional Information:
This role requires a solid understanding of financial services regulations, particularly around product positioning, customer treatment, and complaint handling standards. There will be a learning curve, so prior regulated experience is essential.
If you are detail-oriented, customer-focused, and confident managing complex cases independently, and love the sound of this Complaints Handler role, we’d love to hear from youBefore You Apply
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