Global Complaints Specialist — Fast, Fair Resolutions

JPMorganChase; City of Edinburgh; On-site; GBP 30,000 - 42,000; Full time

Job summary

JPMorganChase in Edinburgh is seeking a Global Complaints Specialist to own cases end to end, delivering fair, clear and timely resolutions across phone, chat and email.

You will partner with cross-functional teams to understand root causes, apply DISP/PSD timelines, and identify improvements that reduce recurrence while supporting vulnerable customers and maintaining high-quality written communications.

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 (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 emails.
• Excellent time management with the ability to prioritise high-risk, longest-running cases.
• Experience collaborating with cross-functional teams to resolve issues quickly.
• Proficiency with digital tools and case management systems.

Responsibilities

• Prioritise your daily workload to address the longest-running and highest-risk cases first.
• Manage end-to-end complaint cases from receipt to final response across phone, chat and email.
• Meet three working day resolution targets while maintaining quality and fairness.
• Escalate executive-level complaints per criteria to the Executive Complaints team.
• Contact customers to resolve complex issues, flexing your communication style to their needs.
• Recognise and support vulnerable customers with tailored, priority assistance.
• Write clear, formal letters and emails that explain findings, outcomes and next steps.
• Investigate root causes thoroughly and explain the impact to customers.
• Collaborate with internal teams and hold stakeholders accountable to enable rapid resolution.
• Track and meet throughput, quality and customer outcome KPIs.
• Identify and report complaint drivers and trends; feed back improvements to prevent recurrence.

Skills

End-to-end complaint handling

Regulatory SLAs (DISP/PSD)

Vulnerable customers support

Root cause analysis

KPI tracking

Verbal communication

Formal writing

Time management

Cross-functional collaboration

Case management systems

Digital tools proficiency

Tools

Case management systems

Digital tools

Job description

JPMorganChase in Edinburgh is seeking a Global Complaints Specialist to own cases end to end, delivering fair, clear and timely resolutions across phone, chat and email.

You will partner with cross-functional teams to understand root causes, apply DISP/PSD timelines, and identify improvements that reduce recurrence while supporting vulnerable customers and maintaining high-quality written communications.