Complaints Handler

Aspion; Liverpool City Region; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A reputable financial services provider in Liverpool is seeking a Complaints Coordinator to manage customer complaints with empathy and precision. This role involves ensuring compliance with regulatory standards while collaborating with departments to resolve issues. The ideal candidate will have experience in financial services and strong communication skills. The position offers a competitive salary and a hybrid working arrangement.

Benefits

Competitive salary

Annual bonus scheme

25 days holiday plus bank holidays

Hybrid working arrangement

Career development opportunities

Qualifications

• Experience handling complaints within financial services.
• Understanding of FCA regulations and complaint escalation procedures.
• Strong communication and problem-solving skills.

Responsibilities

• Manage and resolve complaints across phone, email, and social media.
• Ensure compliance with regulatory standards while handling customer concerns.
• Monitor complaint trends and contribute to service improvement initiatives.

Skills

Communication skills

Problem-solving

Empathy

Job description

Overview

Complaints Coordinator | £30,000 - £35,000 | Liverpool City Centre | Hybrid Working (2 days from home)

The Company

Our client is a well-established financial services provider operating in the consumer finance sector. Known for their customer-first approach and innovative product offerings, they've built a reputation for reliability and service excellence. With a collaborative and professional team culture, they're committed to continuous improvement and delivering outstanding customer experiences.

The Role

We're seeking a confident and capable Complaints Coordinator to join the team. This role is central to maintaining customer trust and satisfaction, requiring someone who can manage and resolve complaints across phone, email, and social media with empathy and precision. You'll be responsible for ensuring all concerns are handled in line with regulatory standards and internal policies, while identifying opportunities to improve service delivery.

Key Responsibilities

• Handle customer complaints across multiple channels, ensuring accurate logging and tracking
• Investigate and resolve issues in line with FCA regulations and company procedures
• Communicate outcomes clearly and professionally, maintaining a calm and empathetic tone
• Collaborate with internal departments to resolve complex cases efficiently
• Monitor complaint trends and contribute insights to improve customer service processes

About You

• Experience handling complaints within financial services, with a solid understanding of regulatory frameworks
• Familiarity with the Financial Ombudsman Service and escalation procedures
• Strong communication and problem-solving skills, with the ability to remain composed under pressure
• Self-motivated and quick to learn new systems and processes
• Must be based within commutable distance to Liverpool City Centre

Benefits

• Competitive salary of £30,000 - £35,000
• Annual bonus scheme
• 25 days holiday plus bank holidays
• Hybrid working arrangement (2 days from home per week)
• Modern office in central Liverpool with excellent transport links
• Supportive team environment and opportunities for career development

If you're ready to take ownership of customer experience and play a key role in a forward-thinking organisation, we'd love to hear from you. Apply today and bring your expertise to a team that values your contribution.