Complaints Handler Remote

Complaints Handler - Remote

Banking & Financial Services

Salary: From £30,000 per annum

Location: Fully Remote - Work from Home from Day One
Hours: Full-time (40 hours), shifts between 8am-8pm, Monday-Saturday

Start Dates: Multiple intakes from June onwards

Why Join?

This is an excellent opportunity to join a Great Place to Work UK (2025) recognised organisation that is committed to delivering outstanding customer experiences. You will be part of a supportive and high-performing team within a growing financial services environment, with genuine opportunities for development and progression.

About the Role

As a Complaints Handler, you will take ownership of customer concerns, managing and resolving complex and regulated complaints with professionalism, empathy, and efficiency.
This is a fast-paced and rewarding role where you will be responsible for making fair, well-reasoned decisions and ensuring customers receive clear and effective communication throughout.

Key Responsibilities

• Investigate and resolve customer complaints within agreed SLAs and deadlines
• Handle complex and regulated cases with accuracy and attention to detail
• Communicate clearly with customers via telephone and written correspondence
• Produce high-quality case notes, reports, and documentation
• Work within compliance frameworks and identify any risks or non-compliance
• Collaborate with colleagues and wider teams to achieve the best outcomes
• Manage a varied caseload while meeting productivity and quality targets

What We're Looking For

• Minimum 12 months' complaints handling experience within a UK FCA-regulated financial services environment
• Strong written and verbal communication skills
• Ability to manage workload effectively and meet deadlines
• Confident handling of objections and challenging conversations
• Adaptable and comfortable working in a fast-paced environment

Personal Attributes

• Strong focus on delivering excellent customer service
• Ability to remain calm under pressure and make logical decisions
• High attention to detail and organisational skills
• Team player with a proactive and solution-focused approach

Training & Background Checks

• Training: 2 weeks initial training followed by 2 weeks in a supported "Grad Bay"
• Pre-employment checks include:
  • Right to Work in the UK
  • Criminal Record Check
  • Credit Check
  • CIFAS and Sanctions checks
  • Any additional relevant checks

This is a great opportunity for someone looking to build or further their career within financial services while working in a fully remote environment.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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