Complaints Handler

Chetwood Bank; United Kingdom; Remote; GBP 28,000 - 30,000; Full time

Benefits offered by this job

25 days holiday + birthday off

Pension with Royal London

Life Assurance

Private medical, dental and optical保险与

Hybrid working

Free breakfast

Job summary

Chetwood Bank is seeking a Complaints Handler to manage end-to-end complaint resolutions in a FCA-regulated environment. You will investigate cases, gather evidence, and engage with customers and stakeholders to drive fair outcomes.

You will identify root causes, analyse trends, and contribute to improvements in processes and customer journeys while maintaining strong records and timely responses.

Qualifications

• 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.
• Excellent written and verbal communication skills, with empathy and rapport-building.
• Strong analytical and problem solving skills, with ability to handle customer data.
• Knowledge of fraud investigations, collections processes, and Financial Ombudsman Service (FOS) cases.
• GCSE English and Maths (Grade C/4 or above) and A-Levels or equivalent.

Responsibilities

• Manage customer complaints from initial contact through to resolution, conducting thorough investigations and ensuring fair treatment under FCA regulations.
• Apply sound judgement to assess information and determine appropriate outcomes.
• Maintain accurate complaint records within the CRM system and comply with regulatory requirements.
• Identify root causes, analyse trends, and recommend process improvements.
• Review and respond to FOS referrals with comprehensive evidence packs within agreed timescales.

Skills

Complaint handling

Communication skills

Analytical skills

Customer service

Fraud investigations

Regulated environment

Education

A-Levels or equivalent

GCSE English & Maths (Grade C/4+)

Tools

CRM systems

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