Global Complaints Specialist: End-to-End Resolutions

Next Frontier Capital; Scotland; On-site; GBP 30,000 - 45,000; Full time

Job summary

Chase UK is seeking a Global Complaints Specialist to own complaint cases end to end, delivering fair, clear, and timely outcomes while partnering across the business to gather facts and resolve issues.

You will help recognise and support vulnerable customers, communicate decisions confidently and compassionately, and identify trends that drive continuous improvement in complaint handling.

Qualifications

• Experience handling customer complaints in banking or financial services.
• Experience managing end-to-end cases across phone, chat and email.
• Experience applying regulatory complaint SLAs (e.g., DISP PSD and non-PSD timelines).
• Experience supporting vulnerable customers with tailored approaches.
• Experience conducting root cause analysis and communicating impacts to customers.
• Proven ability to track and deliver against operational KPIs.
• Strong verbal communication and conflict de-escalation skills.
• Strong formal writing skills for letters and customer emails.
• Excellent time management prioritising high-risk, long-running cases.
• Experience collaborating with cross-functional teams to resolve issues quickly.
• Proficiency with digital tools and case management systems.

Responsibilities

• Prioritise daily workload to address longest-running, highest-risk cases first.
• Manage end-to-end complaint cases across phone, chat and email.
• Meet three-working-day resolution targets while maintaining quality and fairness.
• Escalate executive-level complaints to the Executive Complaints team.
• Contact customers to resolve complex issues with tailored communication.
• Recognise and support vulnerable customers with priority assistance.
• Write clear, formal letters and emails explaining findings and next steps.
• Investigate root causes and explain impacts to customers.
• Collaborate with internal teams to enable rapid resolution.
• Track throughput, quality and customer outcome KPIs.
• Identify complaint drivers and report trends to drive improvements.

Skills

End-to-end case handling

Banking/financial services experience

Regulatory SLA knowledge

Vulnerable customer support

Root-cause analysis

KPIs tracking

Clear written communication

Conflict de-escalation

Time management

Cross-functional collaboration

Job description

Chase UK is seeking a Global Complaints Specialist to own complaint cases end to end, delivering fair, clear, and timely outcomes while partnering across the business to gather facts and resolve issues.

You will help recognise and support vulnerable customers, communicate decisions confidently and compassionately, and identify trends that drive continuous improvement in complaint handling.