Complaints Handler

Chetwood Bank; Stansty; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working

Birthday off

Pension contribution with Royal London

Life Assurance

Private medical, dental and optical

Free breakfast

Job summary

Chetwood Bank in Wrexham is seeking a Complaints Handler to deliver fair, timely resolutions under FCA regulations. You will investigate cases, gather evidence, and engage with customers and internal stakeholders to close complaints.

You will maintain CRM records, analyse trends, and contribute to improvements across products and customer journeys. The role offers hybrid working and a competitive £28,000–£30,000 salary.

Qualifications

• Experience handling customer complaints in a regulated financial services environment.
• Knowledge of financial products (cards, loans, savings, mortgages) is advantageous.
• GCSE English and Maths with at least A-Levels; strong written and verbal communication.

Responsibilities

• Manage complaints from receipt to resolution in line with FCA regulations.
• Investigate cases and gather evidence for fair outcomes.
• Maintain records in the CRM and track regulatory compliance.
• Identify trends and suggest process improvements.
• Respond to FOS referrals with supporting documentation within timescales.

Skills

Customer complaints handling

Regulated financial services

Communication skills

Analytical thinking

Fraud/FS knowledge

Vulnerable customers support

Education

A-Levels or equivalent

GCSE English and Maths

Tools

CRM systems

FOS case handling

Job description

Complaints Handler

Department: Operations

Employment Type: Full Time

Location: Wrexham

Reporting To: Abi Bebb

Compensation: £28,000 - £30,000 / year

Description

As a Complaints Handler, you will play a key role in delivering fair, timely, and customer-focused complaint resolutions while ensuring full compliance with FCA regulations and industry standards. You will investigate each case thoroughly by gathering evidence, engaging with customers and internal stakeholders. Beyond resolving individual complaints, you will contribute to continuous improvement by identifying trends and recommending enhancements to products, services and customer journeys. You will also manage complaints from initial receipt through to final resolution.

Key Responsibilities

• Manage customer complaints from initial contact through to resolution, conducting thorough investigations and ensuring all cases are handled fairly, efficiently, and in line with FCA regulations.
• Apply sound judgement and effective problem-solving skills to assess information, determine appropriate outcomes.
• Maintain accurate and up-to-date complaint records within the CRM system, ensuring compliance with record-keeping standards and regulatory requirements.
• Identify root causes, analyse complaint trends, and recommend improvements to processes, systems and controls.
• Review and respond to Financial Ombudsman Service (FOS) referrals, preparing comprehensive evidence packs and supporting documentation within agreed timescales.

Skills, Knowledge & Expertise

• Recent experience handling customer complaints and complex cases within a regulated financial services environment.
• Strong knowledge of financial products, including credit cards, consumer loans, savings accounts, and mortgages is advantageous.
• Excellent written and verbal communication skills, with the ability to demonstrate empathy, build rapport, and deliver positive customer outcomes.
• Strong analytical and problem solving skills, experience handling customer data and the ability to support vulnerable customers.
• Knowledge of fraud investigations, collections processes, and Financial Ombudsman Service (FOS) cases is advantageous.
• Minimum qualification of A-Levels (or equivalent), including GCSE English and Maths (Grade C/4 or above).

Job Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working
• Free breakfast available