Complaints Handler

Change Recruitment; Glasgow; On-site; GBP 25,000 - 32,000; Full time

Job summary

Change Recruitment is recruiting a Complaints Handler for a Glasgow-based role with our client’s Complaints team. You will take ownership of complaints from initial investigation through to resolution, delivering professional customer service in a fast-paced environment.

The role emphasizes clear customer updates, regulatory compliance, and collaboration with internal teams to improve the overall customer experience. 35 hours per week on a 5 over 7-day shift.

Qualifications

• Experience in complaint handling within financial services or regulated environments.
• Strong written English and communication skills.
• Understanding of regulatory requirements governing complaints handling.

Responsibilities

• Manage an allocated caseload of customer complaints from initial investigation through to resolution.
• Ensure complaints are logged, investigated and resolved in line with regulatory requirements and internal procedures.
• Provide a professional, efficient and customer-focused service across every interaction.
• Communicate clearly and regularly with customers throughout the complaints journey.
• Apply a logical and analytical approach to investigate issues and identify appropriate resolutions.
• Collaborate with internal teams to gather information and support investigations.
• Interface with regulatory bodies as needed within delegated authority.
• Support continuous improvement to enhance the customer experience.

Skills

Customer service

Communication skills

Problem solving

Analytical abilities

Attention to detail

Caseload management

Flexibility

Adaptability

Continuous improvement

Teamwork

Job description

Our Client has an exciting for a Complaints Handler to join the Complaints team. Reporting to the Complaints Resolution Team Leader, the successful candidate will play a key role in managing and resolving customer complaints throughout the lifecycle. The role is ideally suited to someone who takes pride in delivering excellent customer service, enjoys problem-solving and is confident managing a varied caseload in a fast‑paced environment.

The Complaints Resolution Handler will take ownership of complaints from initial investigation through to resolution, ensuring that each case is handled professionally, fairly and in line with regulatory and internal requirements. Providing customers with clear and regular updates will be an important part of the role, with a strong focus on achieving the best possible outcome and improving the overall customer experience.

Key Responsibilities

• Manage an allocated caseload of customer complaints from initial investigation through to resolution.
• Ensure complaints are logged, investigated and resolved in accordance with regulatory requirements and internal procedures.
• Provide a professional, efficient and customer-focused service across every interaction.
• Communicate clearly and regularly with customers throughout the complaints journey.
• Apply a logical and analytical approach to investigate issues and identify appropriate resolutions.
• Work closely with internal teams and colleagues to gather information and support complaint investigations.
• Liaise directly with the Financial Ombudsman Service (FOS) where complaints are escalated.
• Work within delegated authority limits and maintain high standards of compliance.
• Contribute to a positive culture of continuous improvement, with a focus on enhancing the customer experience.

About the Ideal Candidate

The successful candidate will have previous experience in complaint handling and resolution within financial services, together with a strong understanding of customer service and regulatory requirements.

They will be an excellent communicator, comfortable dealing with customers both verbally and in writing, and possess strong written English, negotiation and interpersonal skills.

The role requires someone who is highly organised, detail-focused and comfortable managing multiple priorities. A positive and adaptable approach, strong numerical and analytical skills, and the ability to work effectively as part of a team are essential.

Key Skills & Attributes

• Previous financial services complaints handling experience.
• Strong customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Excellent attention to detail.
• Ability to manage a busy and varied caseload.
• Flexible and adaptable approach.
• Positive mindset with a commitment to continuous improvement.
• Open, transparent and professional communication style.
• Strong team-working skills.

Working Hours

The role is 35 hours per week, working on a 5 over 7-day shift basis.

This is a great opportunity for an experienced complaints professional to join a customer-focused team where they can make a genuine difference to customer outcomes and contribute to continuous improvement within the business.