Regulated Complaints Specialist - Hybrid Role

Chetwood Bank; United Kingdom; Remote; GBP 28,000 - 30,000; Full time

Benefits offered by this job

25 days holiday + birthday off

Pension with Royal London

Life Assurance

Private medical, dental and optical保险与

Hybrid working

Free breakfast

Job summary

Chetwood Bank is seeking a Complaints Handler to manage end-to-end complaint resolutions in a FCA-regulated environment. You will investigate cases, gather evidence, and engage with customers and stakeholders to drive fair outcomes.

You will identify root causes, analyse trends, and contribute to improvements in processes and customer journeys while maintaining strong records and timely responses.

Qualifications

• Recent experience handling customer complaints and complex cases within a regulated financial services environment.
• Strong knowledge of financial products, including credit cards, consumer loans, savings accounts, and mortgages.
• Excellent written and verbal communication skills, with empathy and rapport-building.
• Strong analytical and problem solving skills, with ability to handle customer data.
• Knowledge of fraud investigations, collections processes, and Financial Ombudsman Service (FOS) cases.
• GCSE English and Maths (Grade C/4 or above) and A-Levels or equivalent.

Responsibilities

• Manage customer complaints from initial contact through to resolution, conducting thorough investigations and ensuring fair treatment under FCA regulations.
• Apply sound judgement to assess information and determine appropriate outcomes.
• Maintain accurate complaint records within the CRM system and comply with regulatory requirements.
• Identify root causes, analyse trends, and recommend process improvements.
• Review and respond to FOS referrals with comprehensive evidence packs within agreed timescales.

Skills

Complaint handling

Communication skills

Analytical skills

Customer service

Fraud investigations

Regulated environment

Education

A-Levels or equivalent

GCSE English & Maths (Grade C/4+)

Tools

CRM systems

Job description

Chetwood Bank is seeking a Complaints Handler to manage end-to-end complaint resolutions in a FCA-regulated environment. You will investigate cases, gather evidence, and engage with customers and stakeholders to drive fair outcomes.

You will identify root causes, analyse trends, and contribute to improvements in processes and customer journeys while maintaining strong records and timely responses.