Customer Service Contact Centre – Complaints Advisor

Got a calm head and a knack for turning unhappy customers into satisfied ones?

We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards.

Monday to Friday normal office hours working Hybrid. No evenings or weekends

Key Responsibilities
*Handle customer complaints via phone, email, and written correspondence
*Investigate complaints thoroughly, gathering and reviewing relevant information
*Provide clear, fair, and timely resolutions in line with FCA regulations
*Maintain accurate and detailed case records on internal systems
*Communicate outcomes clearly and empathetically to customers
*Identify root causes and escalate complex or high-risk issues where required
*Meet service level agreements (SLAs) and regulatory timescales
Key Requirements
*Previous contact centre experience, ideally within financial services
*Strong written and verbal communication skills
*Ability to manage sensitive conversations with empathy and professionalism
*Good understanding of regulated environments and customer fairness (e.g. FCA principles)
*Excellent attention to detail and strong organisational skills
*Ability to work to deadlines and manage multiple cases
*Confident using CRM and case management systems