Complaints Handler

ARC; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Bonus scheme

Flexible benefits

Job summary

ARC in London is recruiting a Complaints Handler to own and resolve cases through SRC or Final Response Letters within DISP timeframes. You will manage complaints across trading, payments and servicing journeys, communicating clearly with clients and escalating complex issues to Senior Specialists.

The role requires solid complaints experience in Financial Services or Banking, with strong investigative and written skills and the ability to work across international markets with sensitivity and

Qualifications

• Solid complaints experience within Financial Services, FinTech or Banking.
• Working knowledge of FCA DISP & FOS processes, including SRC and final response requirements.
• Strong written and verbal communication; sharp investigative skills.

Responsibilities

• Investigate complaints across trading, platform, payments, onboarding and servicing journeys.
• Assess complaint validity and determine fair outcomes in line with DISP, SRC and FRL standards.
• Handle complaints from clients across international markets with local requirements when relevant.
• Communicate clearly with clients via phone, email and digital channels.
• Escalate high-risk or complex cases to Senior Specialists as needed.
• Identify recurring themes and contribute to root cause analysis; collaborate with Compliance, Operations, Product & Technology.

Skills

Complaints handling

FCA DISP

FOS processes

SRC & FRL

Job description

• Job Title/Location: Complaints Handler, London (Perm)
• Salary: c.£40,000 - £50,000 + c.7.5% bonus + 12% flexible benefits package
• Office/WFH: Office based 3 days & WFH 2 days
• Requirements: Complaints experience within Financial Services/Banking, working knowledge of FCA DISP & FOS processes, inc. SRC & Final Response Letters
• Role Snapshot: A brand new team for whom you will own & resolve complaints through to Final Response Letter. This is across their global client base, taking in several companies.

The Company/Team: This global, FTSE100 business operate several trusted brands with the group serving just under 1.5 million customers worldwide, providing stock/investment trading via its platforms. The roles are open as this is a brand-new team being put together.

The Role: The Complaints Handler will investigate, communicate clearly and resolve cases either through the Summary Resolution Communication (SRC) process or by issuing a full Final Response Letter (FRL) within DISP timeframes. A hands-on role that requires precision, ownership and the ability to handle sensitive cases with professionalism. In addition to the above, other key responsibilities include:

• Investigate complaints across trading, platform, payments, onboarding & servicing journeys
• Assess complaint validity and determine fair outcomes in line with FCA DISP, SRC eligibility and final response standards
• Handle complaints from clients across our clients' international markets, applying local requirements where relevant
• Communicate clearly with clients across phone, email and digital channels
• Escalate high-risk, vulnerable client or complex regulatory cases to the Senior Specialists
• Identify recurring themes and contribute to root cause analysis
• Work closely with Compliance, Operations, Product & Technology to resolve issues efficiently

Experience/Skills Required: For the Complaints Handler role, our client requires people who have solid complaints experience within Financial Services, FinTech or Banking with working knowledge of FCA DISP & FOS processes, including SRC and final response requirements. Other considerations for our client are finding people with strong written & verbal communication skills, sharp investigative skills and the ability to manage difficult or sensitive client conversations.

Additional Information: The salary for the Complaints Handler role is c.£40,000 - £50,000 with an average bonus of c.7.5% and a 12% flexible benefits package.