Complaints Handler

Complaints Officer

London | £14.42 per hour | Hybrid – 3 days office / 2 days home

We’re looking for an experienced Complaints Officer to join a busy financial services team in London.

This is an email-based role, so you’ll need previous experience handling complaints within a regulated environment, ideally within financial services or another highly regulated industry.

You’ll be responsible for reviewing and responding to customer complaints, investigating the issues raised and making sure each case is handled fairly, accurately and within the required regulatory timescales.

What you’ll be doing

• Managing customer complaints received via email
• Investigating complaints and reviewing relevant information
• Providing clear, professional written responses
• Ensuring complaints are handled in line with regulatory requirements and internal procedures
• Maintaining accurate records and updating systems
• Working with internal teams to resolve issues where required
• Managing your own caseload and ensuring deadlines are met

What we’re looking for

You’ll need previous experience working in a regulated complaints environment and be confident dealing with complaints from initial review through to resolution.

You should also have:

• Strong written communication skills
• Good attention to detail
• Experience working to regulatory or internal complaint-handling timescales
• The ability to investigate information and reach appropriate outcomes
• Good IT and administration skills
• A professional and organised approach

Hybrid working – 3 days in the London office / 2 days from home

If you have previous regulated complaints experience and are looking for your next opportunity within financial services, we’d like to hear from you.