Regulated Complaints Specialist - Financial Services

NEXT PLC; Leicester; On-site; GBP 20,000 - 21,000; Full time

Benefits offered by this job

Competitive pay

No productivity targets

Career growth

Collaborative culture

Job summary

NEXT plc is seeking a Regulated Complaint Handler to join our Customer Escalations Team in the UK. You will investigate regulated customer complaints, liaise with internal teams, and resolve disputes within agreed timescales while delivering clear, empathetic communication.

You will influence process improvements, manage cases with a diary system, and undergo in-house training. The role requires FCA-regulated sector experience, strong communication, resilience, and the ability to work in a

Qualifications

• Experience in a regulated customer service/complaint-handling environment.
• Experience in FCA-regulated sectors such as banking, financial services, or energy.
• Strong written and verbal communication skills.
• Excellent organisation and ability to meet deadlines.
• Resilience and calm problem-solving in a dynamic environment.

Responsibilities

• Investigate regulated customer complaints by reviewing account histories and liaising with teams to resolve disputes.
• Empathically navigate financial discussions to create positive customer experiences.
• Identify root causes and suggest process improvements to enhance service quality.
• Manage cases with a diary system to organise workloads and meet deadlines.
• Write and speak clearly with professional language to communicate outcomes.

Skills

Regulated complaint handling

Communication

Organisation

Resilience

Job description

NEXT plc is seeking a Regulated Complaint Handler to join our Customer Escalations Team in the UK. You will investigate regulated customer complaints, liaise with internal teams, and resolve disputes within agreed timescales while delivering clear, empathetic communication.

You will influence process improvements, manage cases with a diary system, and undergo in-house training. The role requires FCA-regulated sector experience, strong communication, resilience, and the ability to work in a