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Complaints Resolution Handler
Job Posted: 8 hours ago
Salary: £ 25,000 - 25,000 / Annum
Job Type: Permanent
Location: G3, Stobcross (historical), Glasgow City
Expire in: a month
Job Description
Anderson Knight is proud to be partnering with a leading financial services organisation to recruit a Complaints Resolution Handler to join their fast-paced and collaborative Complaints team.
This is a fantastic opportunity for an experienced complaint handler who understands the full end-to-end resolution process and is confident navigating FCA-regulated environments.
As a key member of the team, you’ll take ownership of complaint cases throughout the lifecycle of a motor finance agreement—ensuring all cases are resolved professionally, fairly, and in accordance with industry regulations.
Location: Finnieston, Glasgow – Hybrid Working Available
Salary: £25,000
Hours: Monday to Friday, 9am–5pm (with 1 late shift, 12pm–8pm, every 6 weeks)
Key Responsibilities:
• Manage and resolve a caseload of customer complaints from initial contact through to final resolution.
• Ensure all complaints are logged, handled, and documented in line with FCA guidelines and internal procedures.
• Communicate professionally and empathetically with customers, colleagues, and external stakeholders including the Financial Ombudsman Service (FOS).
• Work cross-functionally with internal departments to gather information and reach timely resolutions.
• Keep customers updated throughout the process, delivering a first-class customer experience at all stages.
• Identify recurring issues and contribute to process improvement initiatives.
• Represent company values while ensuring regulatory obligations (e.g. CCA, CCD, DISP, DPA, TCF) are met.
Requirements:
• End-to-end complaint handling experience within financial services.
• Solid knowledge of regulatory frameworks, including the Consumer Credit Act and FCA Handbook (SYSC, CONC, DISP).
• Excellent written and verbal communication skills.
• Ability to manage sensitive and complex cases with professionalism and discretion.
• Strong attention to detail, analytical skills, and sound judgement.
• A flexible, team-oriented attitude and a drive for continuous improvement.
Benefits:
• 33 days holiday (25 days annual leave + 8 public holidays)
• An additional day off on your birthday
• Discretionary bonus scheme
• Up to 20% pension contribution
• Private medical insurance (PMI) and eyecare support
• Hybrid working available after successful probation
• Genuine opportunities for career progression in a growing organisation
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