Complaints Handler

Chetwood Bank; Wrexham; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Birthday off

Pension with Royal London

Life Assurance

Private medical, dental and optical

Free breakfast

Job summary

Chetwood Bank is seeking a proactive Complaints Handler to deliver fair, timely resolutions while ensuring FCA compliance. You will thoroughly investigate each case, gather evidence, and engage with customers and internal teams.

The role emphasizes identifying trends and driving improvements to products, services, and journeys. Responsibilities include end-to-end complaint management from receipt to resolution, accurate CRM logging, and responding to FOS referrals with solid supporting

Qualifications

• Recent experience handling customer complaints in 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 empathy and rapport-building.

Responsibilities

• Manage customer complaints from initial contact through to resolution, ensuring fair and timely outcomes.
• Investigate cases thoroughly by gathering evidence and engaging with customers and stakeholders.
• Maintain accurate complaint records within the CRM system in line with regulatory requirements.
• Identify root causes, analyse trends, and recommend improvements to processes and customer journeys.
• Review and respond to FOS referrals with comprehensive evidence packs within agreed timescales.

Skills

Complaint handling

Regulated financial services knowledge

Empathy & communication

FCA regulations familiarity

CRM proficiency

Education

A-Levels (or equivalent)

GCSE English & Maths

Tools

CRM system

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).
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• 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.