Customer Complaints & Resolution Specialist

Chetwood Bank; Wrexham; Hybrid; GBP 28,000 - 45,000; Full time

Benefits offered by this job

Birthday off

Pension with Royal London

Private medical services

Job summary

Chetwood Bank is seeking a Complaints Handler to deliver fair, timely resolutions while complying with FCA regulations. You will investigate cases, gather evidence, engage with customers and internal teams, and manage complaints from receipt to final resolution.

The role emphasizes identification of trends and continuous improvement across products and customer journeys. Hybrid working is offered, along with a competitive salary and benefits package including pension, private medical, and life

Qualifications

• Recent experience handling customer complaints in regulated financial services.
• Strong knowledge of financial products (cards, loans, savings, mortgages) is advantageous.
• Excellent written and verbal communication with empathy.

Responsibilities

• Manage customer complaints from receipt to resolution with thorough investigations.
• Apply sound judgement to assess information and determine outcomes.
• Maintain accurate complaint records in the CRM and ensure regulatory compliance.

Skills

Complaint handling

Regulated financial services

Customer empathy

Investigation skills

Education

A-Levels (incl. GCSE Eng & Maths)

Tools

CRM systems

MS Office

Job description

Chetwood Bank is seeking a Complaints Handler to deliver fair, timely resolutions while complying with FCA regulations. You will investigate cases, gather evidence, engage with customers and internal teams, and manage complaints from receipt to final resolution.

The role emphasizes identification of trends and continuous improvement across products and customer journeys. Hybrid working is offered, along with a competitive salary and benefits package including pension, private medical, and life