Complaint Investigator

Equiniti Ltd; Cardiff; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

Equiniti Ltd in Cardiff is seeking a Complaint Investigator to resolve customer concerns and deliver fair outcomes. You will speak directly with customers, record details on the bank's systems, and conduct thorough investigations to decide a fact-based resolution.

The role offers exposure to the financial services sector, with training in complaint handling, regulatory considerations, and clear communication.

Qualifications

• Experience in complaint handling within financial services.
• Knowledge of financial services industry regulations.
• Strong oral and written communication.
• Confident on the phone to gather key information.
• Excellent prioritising and time management.
• Excellent attention to detail.

Responsibilities

• Take ownership of new complaints and update customers.
• Load complaints onto client system with accurate details.
• Coordinate with third parties for evidence to support investigations.
• Write final response letters with clear reasoning and resolution.
• Handle 10-15 calls daily for data gathering and updates.
• Manage queries through to resolution.
• Set expectations for internal and external customers.

Skills

Complaint handling

Financial services regulations

Oral communication

Written communication

Time management

Attention to detail

Job description

As a Complaint investigator, you will play a key role in making a difference to the banks customers, helping to resolve concerns and deliver fair, balanced outcomes. You'll speak directly with customers to fully understand each situation, carefully capture the details on the bank's systems, and carry out a thorough investigation to decide a fair fact based outcome for the customer.

This is a fantastic opportunity to join a leading UK bank, build your financial services expertise, and make a genuine difference by helping customers reach positive resolutions.

What you'll be doing:

• Take ownership of new complaints by discussing the situation with customers update customers on the status of existing complaints.
• Preparing and loading customer complaints onto the client system ensuring all details are entered correctly.
• Take ownership of cases and contacting third parties for evidence and information to support case investigations.
• Writing final response letters to answer complaint points with clear rational and resolution in plain English.
• Call volumes are around 10 - 15 calls a day to complete the data gather stage of the complaint and any updates.
• Take responsibility for queries/issues through to resolution.
• Manage expectations of all internal and external customers.

What we'd like to see from your application:

• Previous experience within complaint handling.
• Knowledge of the financial service industry and regulations.
• Strong oral and written communication.
• Confidence on the phone to interrogate and collect key information.
• Great prioritising and time management.
• Strong attention to detail.

The rate on offer: £150 per day gross via umbrella. With opportunity to increase to £165 after accreditation (12 weeks).

Hours: 37.5hrs per week on a 7.5hr shift between the hours 8.30am-6:30pm - Monday - Friday with a 30 minute break.

Location: Cardiff. Easily accessible via public transport.

You will be expected to work fulltime from the office in Cardiff during training and then there will be opportunity to work on a hybrid basis once the client are happy.

Duration: Initially 3 months, with opportunity to extend