Complaints Handler

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Complaints Handler

£27,000 - £29,000

Liverpool – Hybrid Role

Do you enjoy investigating issues and delivering fair outcomes for customers?

Are you looking for a complaints role in financial services where quality, integrity, and regulation genuinely matter?

A well-established financial services organisation is seeking a Complaints Handler to join its Operations team in Liverpool. This role exists to ensure customer complaints are handled thoroughly, fairly, and in line with regulatory expectations, playing a key part in protecting both customers and the business.

About the Business

This financial services provider operates within a regulated environment, placing strong emphasis on Treating Customers Fairly, operational integrity, and high-quality customer outcomes. The business supports customers, broker partners, and internal stakeholders across a complex operational model.

Role Purpose

The Complaints Handler is responsible for the end-to-end logging and investigation of customer complaints, ensuring compliance with internal policy and regulatory requirements. Working closely with Complaints, Quality Assurance, Compliance, and Operations teams, the role contributes to robust investigations, clear outcomes, and continuous improvement.

Key Responsibilities

Log, investigate, and manage customer complaints in line with FCA and internal policy
Support a compliant and consistent complaints handling process
Liaise with customers, broker/dealer partners, field teams, and third-party finance partners
Gather evidence and information to support complaint investigations
Contribute to investigation summaries and draft final responses where required
Highlight operational or regulatory risks identified during complaint reviews
Work collaboratively with Complaints Managers and Quality Assurance teams

About You

Previous experience in complaints handling within financial services or a regulated environment
Strong understanding of complaint investigation processes
Highly organised with accurate and efficient administrative skills
Confident communicator able to manage sensitive conversations professionally
Methodical, detail-oriented, and able to manage multiple cases effectively
Acts with integrity at all times and demonstrates a customer-first mindset

Job Benefits

Location: Liverpool (office-based / hybrid)
Salary: £27-29k, dependent on experience
25 Days Holiday
Annual Bonus

This is an excellent opportunity for someone looking to build or strengthen their career in complaints handling, customer resolution, or compliance operations within financial services.

Applications are welcomed for a confidential discussion with the recruiter
Apply
Location:
Liverpool
Salary:
£27,000 - £29,000 /annum Bonus
Job Type:
FullTime
Category:
Customer Services

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