Complaints Officer

Huntress; Greater London; Hybrid; GBP 35,818,000 - 39,950,000; Full time

Job summary

Huntress in London is seeking an experienced Complaints Officer to join a busy financial services team. This email-based role handles customer complaints within a regulated environment and requires meticulous, professional communication.

Work will include reviewing cases, investigating information, drafting clear responses, and ensuring regulatory timescales are met. Hybrid working with 3 days in the office and 2 days from home.

Qualifications

• Experience handling complaints in a regulated environment.
• Strong written communication and attention to detail.
• Ability to investigate information and reach appropriate outcomes.
• Experience working to regulatory or internal complaint-handling timescales.

Responsibilities

• Manage customer complaints received via email.
• Investigate complaints and review relevant information.
• Provide clear, professional written responses.
• Ensure complaints are handled in line with regulatory requirements and internal procedures.
• Maintain accurate records and update systems.
• Work with internal teams to resolve issues.
• Manage your own caseload and meet deadlines.

Skills

Written communication

Attention to detail

Regulatory timescales

Investigative skills

IT skills

Organised approach

Tools

CRM systems

Job description

Complaints Officer

London | £12.98 per hour | Hybrid - 3 days office / 2 days home

We're looking for an experienced Complaints Officer to join a busy financial services team in London.

This is an email-based role, so you'll need previous experience handling complaints within a regulated environment, ideally within financial services or another highly regulated industry.

You'll be responsible for reviewing and responding to customer complaints, investigating the issues raised and making sure each case is handled fairly, accurately and within the required regulatory timescales.

What you'll be doing

• Managing customer complaints received via email
• Investigating complaints and reviewing relevant information
• Providing clear, professional written responses
• Ensuring complaints are handled in line with regulatory requirements and internal procedures
• Maintaining accurate records and updating systems
• Working with internal teams to resolve issues where required
• Managing your own caseload and ensuring deadlines are met

What we're looking for

You need previous experience working in a regulated complaints environment and be confident dealing with complaints from initial review through to resolution.

You should also have:

• Strong written communication skills
• Good attention to detail
• Experience working to regulatory or internal complaint-handling timescales
• The ability to investigate information and reach appropriate outcomes
• Good IT and administration skills
• A professional and organised approach

£12.98 per hour

Hybrid working - 3 days in the London office / 2 days from home

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.