Complaint Handler - Go.Compare

Future Publishing; Cardiff; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Uncapped leave

Enhanced parental leave

Share of profits bonus

Discounted dental and private medical

Job summary

Future Publishing in Cardiff is hiring for a Customer Complaints role within the team responsible for resolving customer queries and ensuring fair outcomes across our insurance products. You will work under the Senior Complaints Manager, investigate issues, and draft professional responses while maintaining FCA compliance.

The role requires strong written communication, active listening, and excellent attention to detail.

Qualifications

• Experience handling, investigating, and resolving customer complaints or complex service queries.
• Knowledge of financial services, insurance products, or FCA compliance guidelines.
• Strong written communication skills with the ability to compose clear customer correspondence.

Responsibilities

• Investigate and resolve customer complaints received via telephone, email, and written correspondence.
• Identify the root cause of customer issues and determine fair resolutions in line with FCA standards.
• Draft clear, professional response letters and emails explaining investigation findings.
• Log all complaint data accurately across Microsoft Excel, Google Sheets, and internal systems.
• Work alongside internal compliance and partner teams to resolve complex customer inquiries.
• Share customer feedback and complaint insights with team managers to help improve operational processes.

Skills

Customer complaints handling

FCA compliance knowledge

Written communication

Active listening

Attention to detail

Microsoft Office

Google Workspace

Slack

Tools

Microsoft Office

Excel

Google Workspace

Slack

Job description

Who we are

We create trusted, expert content that helps millions of people discover more about the things they love, need and care about. From technology, gaming and entertainment to fashion, lifestyle, sport, finance and beyond, our specialist brands connect people with their passions every day.

Across websites, magazines, newsletters, social channels and events, we bring expert content to audiences around the world. We combine our deep specialist knowledge with innovative technology and data to create engaging experiences, build valuable communities and help people make better-informed decisions.

Behind it all are our people - passionate experts, creators, innovators and problem-solvers who are shaping the future of media.

The Team You'll Join

As a proud part of Future's brand portfolio, Go.Compare's a trusted price comparison site helping customers make smarter financial choices. Within this, our Customer Complaints team resolves customer queries and ensures fair outcomes across our insurance products. We focus on clear communication, service quality, and continuous customer feedback. It's an exciting opportunity to build regulatory knowledge while making a genuine difference for our customers every day.

What you'll do

Reporting to the Senior Complaints Manager, you'll manage and resolve customer complaints to deliver positive customer outcomes. You'll investigate issues thoroughly, identify root causes, and draft clear, professional responses. Daily, you'll use Microsoft Office, Excel, Google Workspace, and Slack to manage case logs, track correspondence, and coordinate resolutions.

You’ll work closely with internal operations, compliance teams. You'll ensure every complaint adheres to Financial Conduct Authority (FCA) guidelines and regulatory standards.

• Investigate and resolve customer complaints received via telephone, email, and written correspondence.
• Identify the root cause of customer issues and determine fair resolutions in line with FCA standards.
• Draft clear, professional response letters and emails explaining investigation findings.
• Log all complaint data accurately across Microsoft Excel, Google Sheets, and internal systems.
• Work alongside internal compliance and partner teams to resolve complex customer inquiries.
• Share customer feedback and complaint insights with team managers to help improve operational processes.

What you’ll bring

• Experience handling, investigating, and resolving customer complaints or complex service queries.
• Knowledge of financial services, insurance products, or FCA compliance guidelines.
• Strong written communication skills with the ability to compose clear customer correspondence.
• Active listening skills with a constructive approach to conflict resolution.
• Proficiency using Microsoft Office, Excel, Google Workspace, and Slack.
• Strong attention to detail with the ability to maintain accurate case records.

Minimum Requirements

• Experience working in customer service, complaints resolution, or administrative case management.
• Experience communicating with customers via telephone, email, or formal correspondence.
• Ability to work a hybrid schedule from our Cardiff office.

What we offer

• Uncapped leave
• Enhanced parental leave
• Discounted rates with Dental care and Private Medical care
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend scheme - with payment following the successful hire.
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan
• Salary sacrifice Pension scheme up to 5% match
• Free drinks and snacks in our offices

The expected range for this role is £26,500-£29,000

This is a hybrid role, working 3 days per week from our Cardiff Office.

Internal job family level P8

Inclusion and Diversity at Future

At Future, we’re working to attract, retain and foster diverse talent, educating our colleagues in the importance of diversity, and review our internal processes so that they remain as free from bias as possible. We recognise that, in order to reach diverse communities through our content, we must first ensure ours is a culture in which diversity can thrive.

Find out more about Our Future, Our Responsibility on our website.

If you need any reasonable adjustments, please let us know and we'll be happy to support you.

#LI-Hybrid #LI-FT1