Complaints Handler

Huntress; City of Westminster; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Huntress is seeking an experienced Complaints Officer to join a busy financial services team in London. This email-based role handles customer complaints from initial review through to resolution, ensuring fairness and regulatory alignment.

The role is hybrid (3 days in the London office, 2 days from home) with a pay rate of £14.42 per hour. Experience in regulated complaints and strong written skills are essential.

Qualifications

• Experience in a regulated complaints environment.
• Strong written communication skills.
• Good attention to detail.
• Experience working to regulatory or internal complaint-handling timescales.
• Ability to investigate information and reach appropriate outcomes.
• Good IT and administration skills.

Responsibilities

• Managing customer complaints received via email.
• Investigating complaints and reviewing relevant information.
• Providing clear, professional written responses.
• Ensuring complaints are handled in line with regulatory requirements and internal procedures.
• Maintaining accurate records and updating systems.
• Working with internal teams to resolve issues where required.
• Managing your own caseload and ensuring deadlines are met.

Skills

Regulated environment

Written communication

Attention to detail

Investigations

IT skills

Tools

CRM systems

Job description

Complaints Handler

London | £14.42 per hour | Hybrid - 3 days office / 2 days home

We're looking for an experienced Complaints Officer to join a busy financial services team in London. This is an email-based role, so you'll need previous experience handling complaints within a regulated environment, ideally within financial services or another highly regulated industry.

You’ll be responsible for reviewing and responding to customer complaints, investigating the issues raised and making sure each case is handled fairly, accurately and within the required regulatory timescales.

What you'll be doing

• Managing customer complaints received via email


• Investigating complaints and reviewing relevant information


• Providing clear, professional written responses


• Ensuring complaints are handled in line with regulatory requirements and internal procedures


• Maintaining accurate records and updating systems


• Working with internal teams to resolve issues where required


• Managing your own caseload and ensuring deadlines are met

What we're looking for

You’ll need previous experience working in a regulated complaints environment and be confident dealing with complaints from initial review through to resolution.

You should also have:

• Strong written communication skills


• Good attention to detail


• Experience working to regulatory or internal complaint-handling timescales


• The ability to investigate information and reach appropriate outcomes


• Good IT and administration skills


• A professional and organised approach

Hybrid working - 3 days in the London office / 2 days from home

If you have previous regulated complaints experience and are looking for your next opportunity within financial services, we'd like to hear from you.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.