Complaints Handler Remote

Complaints Handler - Remote
Banking & Financial Services
Salary: From 30,000 per annum
Location: Fully Remote - Work from Home from Day One
Hours: Full-time (40 hours), shifts between 8am-8pm, Monday-Saturday
Start Dates: Multiple intakes from June onwards

This is an excellent opportunity to join a Great Place to Work UK (2025) recognised organisation that is committed to delivering outstanding customer experiences. You will be part of a supportive and high-performing team within a growing financial services environment, with genuine opportunities for development and progression.

As a Complaints Handler, you will take ownership of customer concerns, managing and resolving complex and regulated complaints with professionalism, empathy, and efficiency.
This is a fast-paced and rewarding role where you will be responsible for making fair, well-reasoned decisions and ensuring customers receive clear and effective communication throughout.

• Investigate and resolve customer complaints within agreed SLAs and deadlines
• Handle complex and regulated cases with accuracy and attention to detail
• Communicate clearly with customers via telephone and written correspondence
• Produce high-quality case notes, reports, and documentation
• Work within compliance frameworks and identify any risks or non-compliance
• Collaborate with colleagues and wider teams to achieve the best outcomes
• Manage a varied caseload while meeting productivity and quality targets

• Minimum 12 months' complaints handling experience within a UK FCA-regulated financial services environment
• Strong written and verbal communication skills
• Ability to manage workload effectively and meet deadlines
• Confident handling of objections and challenging conversations
• Adaptable and comfortable working in a fast-paced environment

• Strong focus on delivering excellent customer service
• Ability to remain calm under pressure and make logical decisions
• High attention to detail and organisational skills
• Team player with a proactive and solution-focused approach

• Training: 2 weeks initial training followed by 2 weeks in a supported "Grad Bay"
• Pre-employment checks include:
  • Right to Work in the UK
  • Criminal Record Check
  • Credit Check
  • CIFAS and Sanctions checks
  • Any additional relevant checks

This is a great opportunity for someone looking to build or further their career within financial services while working in a fully remote environment.
Disclaimer
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