Complaints Handler: Regulated Finance, Impactful Results

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

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