Customer Complaints Handler

SVB Solutions; Warwick; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Private medical cover

Critical illness cover

Death-in-service benefits

Employee Assistance Programme

On-site parking

Training and career development

Job summary

SVB Solutions in Warwick is seeking a Customer Complaints Handler to manage complex and escalated complaints with a focus on fair outcomes and FCA compliance. Hybrid role with Monday home-working after training; salary £30,308 and comprehensive benefits.

You will investigate, assess evidence, draft final response letters, monitor trends and maintain accurate records to support service improvements.

Qualifications

• 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.

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 abilities

Written communication

Verbal communication

Customer-focused

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.