Customer Complaints Handler

Complaints Handler (Job Share)

Location: Warwick, Warwickshire
Salary: £30,300 pro rata (dependent on hours worked) plus excellent benefits
Hours: Ideally 3 full days - Wednesday, Thursday and Friday

This is a hands-on position where you'll manage complaints from receipt to final resolution, ensuring fair customer outcomes and compliance with FCA requirements. You'll investigate cases, communicate with customers and stakeholders, prepare outcome letters, and identify trends to help improve processes and customer experience.

Key Responsibilities of a Complaints Handler

• Manage complaints within FCA timescales.
• Conduct fair and thorough investigations of complaints.
• Communicate clearly with customers and all stakeholders
• Draft clear and compliant complaint response letters.
• Maintain complaint records and root cause analysis.
• Support continuous improvement and positive customer outcomes.

What you need to be successful as a Complaints Handler

• Previous complaint handling experience including production of high quality final response letters
• Strong analytical, problem-solving, and communication skills
• Experience in a regulated environment is desirable.
• Organised, resilient and able to make fair, balanced decisions.
• Positive, professional and customer-focused approach.

What's on Offer for the successful Complaints Handler

• BUPA private medical cover
• Critical illness cover & death in service
• Employee Assistance Programme
• Staff discounts and social events
• Free on-site parking
• Easy access to the A46 and Warwick Parkway station
• Ongoing training and career development
• Excellent work-life balance within a professional and rewarding environment.

If you're looking for a flexible opportunity where you can use your complaint handling expertise to make a real difference, we'd love to hear from you.