Complaints Handler

Candidate Source; Leeds; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

33 days holiday (incl. BH)

Discounts and Cashback

Parking and gym

Onsite refreshments

Job summary

Candidate Source is seeking a Trainee Complaints Handler to join our Complaints Administration and Investigations Teams in Leeds. The role is hybrid after initial training at our city centre office, with strong training and development opportunities.

You will handle customer enquiries via calls, emails and letters, log progress in real time, and ensure regulatory deadlines are met while delivering high service standards and acting as a brand ambassador.

Qualifications

• Experience in Complaints or Customer Service, preferably in a regulated Financial Services setting.
• Understanding of complaints environments and regulatory compliance.
• Excellent communication and interpersonal skills.
• Strong administrative skills and experience updating customer records.
• Ability to work independently and manage time effectively.
• Proficiency in Microsoft Office.

Responsibilities

• Act as the first point of contact for customer enquiries, handling calls, emails, and written correspondence professionally and courteously.
• Provide progress updates and administrative support throughout the complaint journey, ensuring all case notes, actions, and outcomes are accurately recorded in real time.
• Ensure all complaint logging, acknowledgements, and progress updates meet regulatory requirements and deadlines.
• Investigate and resolve customer complaints relating to customer service and payment-related issues.
• Act as a brand ambassador for the business and the end client, delivering a high standard of service at all times.

Skills

Customer service

Communication

Regulatory compliance

Administrative skills

Independent working

Microsoft Office

Tools

Microsoft Office

Job description

A growing business is looking for a number of new colleagues to join its Complaints Administration and Investigations Teams and become part of the wider business.

Staring early September, these hybrid roles are based from our new Leeds city centre offices, and offer excellent training and development opportunities within a growing, supportive business.

What's in it for you?

• The opportunity to work within a fast-growing company with a clear mission and values that are actively lived every day
• Hybrid working from our modern Leeds city centre office following your initial training period onsite
• Investment in training and development to support your career aspirations
• Pension scheme
• 33 Days annual holiday allowance (inclusive of Bank Holidays)
• Employee Discounts and Cashback Schemes
• Discounted Parking and local gym memberships
• Onsite refreshments provided

As a Trainee Complaints Handler, you will:

• Act as the first point of contact for customer enquiries, handling calls, emails, and written correspondence professionally and courteously
• Provide progress updates and administrative support throughout the complaint journey, ensuring all case notes, actions, and outcomes are accurately recorded in real time
• Ensure all complaint logging, acknowledgements, and progress updates meet regulatory requirements and deadlines
• Investigate and resolve customer complaints relating to customer service and payment-related issues
• Act as a brand ambassador for the business and the end client, delivering a high standard of service at all times

What we're looking for in a Trainee Complaints Handler

We're keen to speak with candidates who have proven experience working within a Telephony or Complaint Handling role within a Financial Service environment and who demonstrate a genuine passion for delivering excellent client outcomes.

• Experience in Complaints or Customer Service, preferably within a Regulated Financial Services Setting.
• Understanding of complaints environments and regulatory compliance.
• Excellent communication and interpersonal skills.
• Strong administrative skills and previous experience of updating Customer records and systems.
• Ability to work independently, prioritise tasks, and manage time effectively.
• Proficiency in Microsoft Office.
• Alignment with our core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence
• An outstanding work ethic combined with a desire for continuous learning and personal development, staying updated on best practices, emerging market trends, and regulatory changes.
• A commitment to fairness, integrity, and compliance with all relevant processes, laws, and regulations

Benefits

• Working hours are Monday-Friday, between the hours of 08:30-17:30 (40 hours per week). No weekends or evening shifts required.