Customer service Complaints advisor – Hybrid

Customer Service Contact Centre – Complaints Advisor

Got a calm head and a knack for turning unhappy customers into satisfied ones?

We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards.

Monday to Friday normal office hours working Hybrid. No evenings or weekends

Key Responsibilities

• Handle customer complaints via phone, email, and written correspondence




• Investigate complaints thoroughly, gathering and reviewing relevant information




• Provide clear, fair, and timely resolutions in line with FCA regulations




• Maintain accurate and detailed case records on internal systems




• Communicate outcomes clearly and empathetically to customers




• Identify root causes and escalation of complex or high-risk issues where required




• Meet service level agreements (SLAs) and regulatory timescales

Key Requirements

• Previous contact centre experience, ideally within financial services




• Strong written and verbal communication skills




• Ability to manage sensitive conversations with empathy and professionalism




• Good understanding of regulated environments and customer fairness (e.g. FCA principles)




• Excellent attention to detail and strong organisational skills




• Ability to work to deadlines and manage multiple cases




• Confident using CRM and case management systems

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