Complaints Handler

Chetwood Bank; Wrexham; Hybrid; GBP 28,000 - 45,000; Full time

Benefits offered by this job

Birthday off

Pension with Royal London

Private medical services

Job summary

Chetwood Bank is seeking a Complaints Handler to deliver fair, timely resolutions while complying with FCA regulations. You will investigate cases, gather evidence, engage with customers and internal teams, and manage complaints from receipt to final resolution.

The role emphasizes identification of trends and continuous improvement across products and customer journeys. Hybrid working is offered, along with a competitive salary and benefits package including pension, private medical, and life

Qualifications

• Recent experience handling customer complaints in regulated financial services.
• Strong knowledge of financial products (cards, loans, savings, mortgages) is advantageous.
• Excellent written and verbal communication with empathy.

Responsibilities

• Manage customer complaints from receipt to resolution with thorough investigations.
• Apply sound judgement to assess information and determine outcomes.
• Maintain accurate complaint records in the CRM and ensure regulatory compliance.

Skills

Complaint handling

Regulated financial services

Customer empathy

Investigation skills

Education

A-Levels (incl. GCSE Eng & Maths)

Tools

CRM systems

MS Office

Job description

We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.

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.
• 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

Data Protection

We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.

Cifas

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.