Complaints Investigator – Financial Services

Kroo Bank; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

Pension with employer contribution

Hybrid work model

MacBook laptop provided

Volunteer hours

Job summary

Kroo Bank is looking for a Complaints Specialist to take ownership of customer complaints, investigate and resolve issues, and provide feedback to improve processes. You will work closely with the Customer Operations team to support vulnerable customers and ensure timely resolutions.

The role requires at least 6 months in financial services complaints handling, with knowledge of TCF and DISP. This is a hybrid role based in Manchester, offering strong benefits and a focus on customer experience.

Qualifications

• 6+ months experience in financial services, in a complaints handling role.
• Knowledge of regulatory requirements for complaint handling (TCF, DISP).
• Strong attention to detail and ability to handle investigations with complex issues.

Responsibilities

• Liaise with the Customer Operations team to investigate and resolve complaints.
• Assist vulnerable customers and provide additional support as needed.
• Own complaints and escalate when necessary.
• Colate accurate MI and provide feedback to improve processes and workflows.
• Perform root cause analysis to identify data trends in complaints.
• Support, advise and guide other departments across the business.

Skills

Complaint handling

Financial services

Attention to detail

Communication skills

Independent

Tools

Regulatory knowledge

Job description

Kroo Bank is looking for a Complaints Specialist to take ownership of customer complaints, investigate and resolve issues, and provide feedback to improve processes. You will work closely with the Customer Operations team to support vulnerable customers and ensure timely resolutions.

The role requires at least 6 months in financial services complaints handling, with knowledge of TCF and DISP. This is a hybrid role based in Manchester, offering strong benefits and a focus on customer experience.