Complaints Handler

Evolution Money; Manchester; On-site; GBP 25,000 - 31,000; Full time

Job summary

Evolution Money seeks a Complaints Handler to manage customer complaints and ensure issue resolution in a timely manner. Candidates should have strong customer service experience, particularly in financial services, and the ability to communicate effectively. The role offers a competitive salary and supportive work culture that values diversity and the well-being of its team members.

Benefits

25 days’ annual leave + Bank Holidays

Birthday off

Contributory pensions scheme, matched up to 5%

Long Service Awards

Cycle to work scheme

Life Assurance

Qualifications

• 12 months experience in customer service within financial services.
• Ability to manage own case load.
• Strong written and verbal communication skills.

Responsibilities

• Managing complaints through to resolution.
• Communicating with internal teams and customers.
• Ensuring compliance with FCA regulations.

Skills

Customer Service

Communication

Organisational Skills

Problem Solving

Tools

Microsoft Office

Job description

Join to apply for the Complaints Handler role at Evolution Money

Join to apply for the Complaints Handler role at Evolution Money

This range is provided by Evolution Money. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Title: Complaints Handler

Company: Evolution Money

Location: Manchester City Centre

Job Type: Full-time

Basic Salary: up to £31,000 pa.

About Us:

Evolution Money is a Certified B Corp with a social purpose. At Evolution Money, our mission is to redefine financial inclusion by providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being. Through innovative and purpose-driven approaches, we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions.

The Role:

As our Complaints Handler you’ll liaise confidently with our customers and internal stakeholders to obtain fair customer outcomes. Reporting to the Head of Audit, Risk and Compliance, you’ll take complete ownership of a customer’s complaint. You’ll provide an exceptional level of service, showing empathy whilst solving queries and problems. You’ll ensure complaints are handled in a timely and professional manner.

Key Responsibilities

• Recording and managing complaints through to resolution.
• Investigating complaints thoroughly, liaising with internal teams.
• Logging all activity with comprehensive and accurate notes.
• Providing clear, written responses and updates to customers.
• Producing strong written communication, including a ‘final response’ letter.
• Ensuring compliance with FCA regulations and internal policies.
• Liaising with the Financial Ombudsman Service.
• Articulating outcomes to senior management, communicating confidently and effectively.
• Identifying trends and opportunities to improve service levels

Qualifications (minimum)

• A minimum of 12 months experience in customer service within financial services.
• An evidenced track record of effectively managing your own case load.

Qualifications (additional)

• Ability to work under pressure, proactive and able to use own initiative.
• Strong organisational skills.
• Effective time management, consistently meeting deadlines.
• Excellent written and verbal communication skills.
• Ability to build strong working relationships with internal and external clients.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).

Here’s what you’ll get back:

• Up to 25 days’ annual leave + Bank Holidays
• Your birthday off, every year!
• A contributory pensions scheme, matched up to 5%
• Long Service Awards
• Cycle to work scheme
• Life Assurance

Company Culture:

Join us on our journey to redefine financial inclusivity. As we continue to evolve, so do the possibilities for those we serve. Our goal is not just to provide loans but to architect a future where financial empowerment is a reality for everyone. At Evolution Money, we value creativity, innovation, and a collaborative spirit. Our team is dedicated to delivering exceptional results and creating a positive impact in the financial services industry. We believe in fostering a work environment that encourages growth, learning, and teamwork.

We are committed to encouraging equality, diversity and inclusion and aim to create a working environment where every employee is respected.

We will provide fairness, and respect to all our prospective employees, and all hiring decisions are based on merit.

We aim to ensure that no job applicant is placed at a disadvantage by practices or requirements which disproportionately disadvantage protected groups, and which are not justified by the demands of the role.

Everyone is welcome at Evolution Money! We are proud in creating an inclusive and diverse culture in our Evo Team community. We want to ensure that you feel comfortable and can give your best throughout the recruitment process. We encourage applications from all backgrounds and communities, and we are more than happy to discuss any reasonable adjustments that you may require. Please get in touch with us at any stage of recruitment to discuss it.

If you need any support with completing this application, please contact us and we will be happy to assist.

Evolution Money is a Disability Confident Committed employer. We offer interview to anyone with disability who meets the minimum criteria for the role.

REF-222 051

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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