Complaints Handler

Summary: The role of Complaints Handler at a leading investment management firm involves investigating and resolving customer complaints while ensuring compliance with FCA regulations. The position is a fixed-term contract that offers flexibility for remote or hybrid working arrangements. The ideal candidate will be passionate about improving customer experience and delivering fair outcomes. This opportunity is suited for individuals with strong analytical skills and a solid understanding of complaint handling procedures.

Key Responsibilities:

• Investigate, document, and analyse complaints to identify root causes
• Deliver prompt resolutions in line with FCA regulatory timeframes
• Liaise with internal teams and external bodies including the Financial Ombudsman
• Recommend redress and calculate remediation where appropriate
• Escalate complex cases and contribute to complaints reporting and MI
• Identify trends and support continuous process improvements

Key Skills:

• Strong analytical and investigative skills
• Solid understanding of FCA regulations and complaint handling procedures
• Excellent communication and stakeholder management skills
• High attention to detail and customer-centric approach
• Able to work independently and collaboratively

Salary (Rate): £58,000

City: Royal Tunbridge Wells

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other