Financial Services Complaints Specialist

Change Recruitment; Glasgow; On-site; GBP 25,000 - 32,000; Full time

Job summary

Change Recruitment is recruiting a Complaints Handler for a Glasgow-based role with our client’s Complaints team. You will take ownership of complaints from initial investigation through to resolution, delivering professional customer service in a fast-paced environment.

The role emphasizes clear customer updates, regulatory compliance, and collaboration with internal teams to improve the overall customer experience. 35 hours per week on a 5 over 7-day shift.

Qualifications

• Experience in complaint handling within financial services or regulated environments.
• Strong written English and communication skills.
• Understanding of regulatory requirements governing complaints handling.

Responsibilities

• Manage an allocated caseload of customer complaints from initial investigation through to resolution.
• Ensure complaints are logged, investigated and resolved in line with regulatory requirements and internal procedures.
• Provide a professional, efficient and customer-focused service across every interaction.
• Communicate clearly and regularly with customers throughout the complaints journey.
• Apply a logical and analytical approach to investigate issues and identify appropriate resolutions.
• Collaborate with internal teams to gather information and support investigations.
• Interface with regulatory bodies as needed within delegated authority.
• Support continuous improvement to enhance the customer experience.

Skills

Customer service

Communication skills

Problem solving

Analytical abilities

Attention to detail

Caseload management

Flexibility

Adaptability

Continuous improvement

Teamwork

Job description

Change Recruitment is recruiting a Complaints Handler for a Glasgow-based role with our client’s Complaints team. You will take ownership of complaints from initial investigation through to resolution, delivering professional customer service in a fast-paced environment.

The role emphasizes clear customer updates, regulatory compliance, and collaboration with internal teams to improve the overall customer experience. 35 hours per week on a 5 over 7-day shift.