Customer Complaints Handler

Confidential; Warwick; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Private medical cover (BUPA)

Employee Assistance Programme

Staff discounts

Free on-site parking

Job summary

Confidential in Warwick is seeking an experienced Customer Complaints Handler to take ownership of complex and escalated complaints from initial investigation through to final resolution.

The role requires delivering fair outcomes in line with FCA regulations, with strong investigative skills and ability to draft high-quality final response letters.

Qualifications

• Experience handling complaints in regulated or financial services environments.
• Proven ability to investigate complex complaints and draft final response letters.
• Strong knowledge of FCA complaint-handling requirements.

Responsibilities

• Investigate and resolve complex and escalated customer complaints.
• Manage cases from initial investigation through to final outcome.
• Prepare clear, accurate and well-reasoned final response letters in line with FCA requirements.
• Assess evidence, identify root causes and make fair, informed decisions.
• Monitor complaint trends and highlight opportunities to improve processes and customer service.
• Maintain accurate records and ensure all cases are handled to a high standard.

Skills

Investigative skills

Analytical thinking

Written communication

Attention to detail

Customer focus

Job description

Customer Complaints Handler

Location: Warwick, Warwickshire option to work from home on Mondays after training Salary: £30,308 + Excellent Benefits Job Type: Full-time or part-time considered for exceptional candidate

Are you an experienced Customer Complaints Handler looking for your next career move? Do you have a strong background in investigating complex complaints and delivering fair customer outcomes?

We re recruiting for an experienced Customer Complaints Handler to join a supportive team in Warwick. You ll take ownership of complex and escalated complaints from initial investigation through to final resolution, ensuring each case is handled professionally, fairly and in line with FCA regulations.

This is an excellent opportunity for someone with strong investigative skills, sound judgement and experience writing high-quality final response letters.

What s on Offer for the successful Customer Complaints Handler

• BUPA private medical cover, Medicash, Critical illness cover and death-in-service benefits
• Employee Assistance Programme, Long Service Awards, Employee Appreciation Day
• Staff discounts and company funded social events
• Free on-site parking and convenient access to the A46 and Warwick Parkway station
• Ongoing training and career development opportunities

Key Responsibilities of the Customer Complaints Handler

• Investigate and resolve complex and escalated customer complaints.
• Manage cases from initial investigation through to final outcome.
• Prepare clear, accurate and well-reasoned final response letters in line with FCA requirements.
• Assess evidence, identify root causes and make fair, informed decisions.
• Monitor complaint trends and highlight opportunities to improve processes and customer service.
• Maintain accurate records and ensure all cases are handled to a high standard.

What We re Looking For in a Customer Complaints Handler

• Previous experience handling customer complaints, ideally within a regulated or financial services environment.
• Proven experience investigating complex complaints and drafting final response letters.
• Good knowledge of FCA complaint-handling requirements.
• Strong analytical, investigative and problem-solving skills.
• Excellent written and verbal communication skills.
• A customer-focused approach with a commitment to fair outcomes.
• Excellent attention to detail and the ability to manage cases independently.