Complaints Handler

Complaints Handler Salary: £23,000 - £30,000 DOE Hours: Mon-Fri (9am-5pm) or (8am-4pm) (1hr lunch) (2x 10 minute breaks) Contract: Permanent Location: Wythenshawe – fully office based

We are looking for a Complaints Handler to join a well established financial services team based in Wythenshawe. This is a hands on role where you will take ownership of customer complaints and ensure fair, timely, and compliant outcomes in line with FCA requirements. You will play an important role not only in resolving individual cases but also in improving processes and supporting high standards of customer care across the business.

The role
You will manage complaints from start to finish, investigating concerns, communicating with customers, and issuing clear final responses. Alongside this, you will support quality assurance activity and help ensure consistent standards across customer interactions.

Key responsibilities

• Manage and resolve complaints in line with FCA DISP guidelines
• Investigate cases thoroughly and make fair, evidence based decisions
• Communicate with customers clearly and professionally
• Produce high quality written responses and final letters
• Maintain accurate complaint records and audit trails
• Escalate complex or high risk cases where appropriate
• Support call monitoring and quality assurance activity
• Assist with GDPR related requests including SARs

About you

• Experience handling complaints or complex customer queries within financial services
• Understanding of FCA regulations including DISP and Consumer Duty
• Strong written communication skills and attention to detail
• Able to manage multiple cases and work to deadlines
• Comfortable working in a structured, regulated environment

What you will get

• A supportive and collaborative team environment
• Structured training and development
• Opportunity to build experience in complaints and compliance
• Monday to Friday hours between 8am and 5pm

Apply
If you have experience in complaints handling and want to develop your career in financial services, we would like to hear from you.

Keywords: Complaints Handler, Customer Complaints, FCA DISP, Consumer Duty, GDPR, Financial Services, Quality Assurance

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates