Customer-Centric Financial Complaints Resolution Specialist

Change Recruitment; Glasgow; On-site; GBP 27,000 - 36,000; Full time

Job summary

Change Recruitment seeks an experienced Complaints Handler to join its Complaints team. You will manage a caseload from initial investigation through resolution, ensuring professional, fair handling and regulatory compliance while keeping customers updated throughout the journey.

The role emphasizes strong communication, problem-solving and analytical abilities, with a focus on improving the customer experience in a fast-paced environment. 35 hours per week.

Qualifications

• Experience in financial services complaints handling.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and a varied caseload.
• Customer-focused with problem-solving and analytical abilities.
• Attention to detail and regulatory awareness.

Responsibilities

• Manage a caseload of customer complaints from investigation to resolution.
• Log, investigate and resolve complaints in line with regulatory requirements.
• Provide professional, efficient and customer-focused service.
• Communicate regularly with customers throughout the complaints journey.
• Collaborate with internal teams and liaise with the Financial Ombudsman Service when escalated.
• Operate within delegated authority and uphold compliance.
• Contribute to continuous improvement of the customer experience.

Skills

Financial services

Complaint handling

Customer service

Written communication

Verbal communication

Problem solving

Analytical thinking

Attention to detail

Caseload management

Teamwork

Job description

Change Recruitment seeks an experienced Complaints Handler to join its Complaints team. You will manage a caseload from initial investigation through resolution, ensuring professional, fair handling and regulatory compliance while keeping customers updated throughout the journey.

The role emphasizes strong communication, problem-solving and analytical abilities, with a focus on improving the customer experience in a fast-paced environment. 35 hours per week.