Customer service Complaints advisor - Hybrid

Cactus Search; Risley; On-site; 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

Customer Service Contact Centre – Complaints Advisor

Got a calm head and a knack for turning unhappy customers into satisfied ones?

We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards.

Monday to Friday normal office hours working Hybrid. No evenings or weekends

Key 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 escalation of complex or high-risk issues where required


• Meet service level agreements (SLAs) and regulatory timescales

Key Requirements

• Previous contact centre experience, ideally within financial services


• Strong written and verbal communication skills


• Ability to manage sensitive conversations with empathy and professionalism


• Good understanding of regulated environments and customer fairness (e.g. FCA principles)


• Excellent attention to detail and strong organisational skills


• Ability to work to deadlines and manage multiple cases


• Confident using CRM and case management systems