Job Title:Complaint Handler
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent, Monday - Friday (8.50 - 17.00)
Salary: £27,263
The Role:
As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer’s unique situation. You’ll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards-always acting with care, professionalism, and attention to detail. It’s about doing right by the customer, following policy, and making every interaction count.
Key Responsibilities:
*Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
*Achieve "Competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
*Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
*Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
*Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
Skills & Attributes:
*Experience of working in a Complaints role is an advantage
*Conduct Risk & Consumer Duty knowledge.
*Ability to manage difficult and complex customer conversations.
*Great understanding of the complaints process.
*Ability to collaborate with stakeholders & manage workload within a timely manner.
Could this be you?
Making a positive impact is at the heart of everything our client does - whether for otheir colleagues, customers, partners, or the community. They live by their values: We’re positive, we’re brave, and we own it. They believe a positive attitude and a passion for making things happen matters most. Don’t let confidence hold you back - there’s no such thing as a ’perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you’re considering a career change or exploring a sector jump, we welcome applicants with transferable skills.
Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.
Your Application Journey
Our hiring process typically includes the following steps:
*Initial screening with a member of our Talent Acquisition team.
*Competency-based interview (1 hour), F2F with the Hiring team.
We aim to complete the process within 3-4 weeks, though this can vary depending on your availability. If you’re not shortlisted, we’ll still keep you informed of the outcome.
Equal Opportunities Disclaimer
Our client promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation
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