Complaints Handler

BNP Paribas Personal Finance; Metropolitan Borough of Solihull; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

BNP Paribas Personal Finance is seeking a Customer Resolution Professional in Solihull to provide personalised, high-quality support within FCA, DISP, and Consumer Duty standards. You will resolve issues empathetically, document outcomes, and escalate where needed.

The role blends policy adherence with customer-centric service in a flexible hybrid setting. You will manage cases across digital platforms, participate in training and competence schemes, and contribute to continuous improvements in

Qualifications

• Experience of working in a Complaints environment.
• Conduct Risk & Consumer Duty knowledge.
• Ability to manage difficult and complex customer conversations.
• Experience of Complaint Handling.
• Ability to collaborate with stakeholders & manage workload within a timely manner.

Responsibilities

• Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
• Achieve "Competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
• Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
• Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
• Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
• Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.

Skills

Complaints handling

Risk &Consumer Duty

Complex conversations

Stakeholder collaboration

Job description

Location:

Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Hours:

Full time, Permanent

The Role:

As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer’s unique situation. You’ll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards—always acting with care, professionalism, and attention to detail. It’s about doing right by the customer, following policy, and making every interaction count.

Key Responsibilities:

• Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
• Achieve "Competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
• Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
• Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
• Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
• Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.

Skills & Attributes:

• Experience of working in a Complaints environment.
• Conduct Risk & Consumer Duty knowledge.
• Ability to manage difficult and complex customer conversations.
• Experience of Complaint Handling. (Desirable)
• Ability to collaborate with stakeholders & manage workload within a timely manner.

Could this be you?

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.