Complaints Resolution Specialist – FinServ (Hybrid)

Cactus Search; Risley; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Cactus Search is seeking a Complaints Advisor for our UK contact centre. The role focuses on handling customer complaints, ensuring fair outcomes, and aligning with FCA regulatory standards. You will investigate, document, and communicate results while maintaining case records and meeting SLAs.

The position offers hybrid office-based hours Monday to Friday with no evenings or weekends, supporting regulated financial services environments and customer-first outcomes.

Qualifications

• Experience handling customer complaints in a contact centre.
• Strong written and verbal communication skills.
• Understanding of regulated environments and FCA principles.
• Attention to detail and strong organisational skills.
• Ability to meet deadlines and SLAs/regulatory timescales.

Responsibilities

• Handle customer complaints via phone, email, and written correspondence.
• Investigate complaints thoroughly, gathering and reviewing relevant information.
• Provide clear, fair, and timely resolutions in line with FCA regulations.
• Maintain accurate and detailed case records on internal systems.
• Communicate outcomes clearly and empathetically to customers.
• Identify root causes and escalate complex or high-risk issues when required.
• Meet service level agreements (SLAs) and regulatory timescales.

Skills

Customer service experience

Written and verbal communication

Empathy

CRM software proficiency

Tools

CRM software

Job description

Cactus Search is seeking a Complaints Advisor for our UK contact centre. The role focuses on handling customer complaints, ensuring fair outcomes, and aligning with FCA regulatory standards. You will investigate, document, and communicate results while maintaining case records and meeting SLAs.

The position offers hybrid office-based hours Monday to Friday with no evenings or weekends, supporting regulated financial services environments and customer-first outcomes.