- Job Title/Location: Complaints Handler, London (Perm)
- Salary: c.£40,000 – £50,000 + c.7.5% bonus + 12% flexible benefits package
- Office/WFH: Office based 3 days & WFH 2 days
- Requirements: Complaints experience within Financial Services/Banking, working knowledge of FCA DISP & FOS processes, inc. SRC & Final Response Letters
- Role Snapshot: A brand new team for whom you will own & resolve complaints through to Final Response Letter. This is across their global client base, taking in several companies.
The Company/Team: This global, FTSE100 business operate several trusted brands with the group serving just under 1.5 million customers worldwide, providing stock/investment trading via its platforms. The roles are open as this is a brand-new team being put together.
The Role: The Complaints Handler will investigate, communicate clearly and resolve cases either through the Summary Resolution Communication (SRC) process or by issuing a full Final Response Letter (FRL) within DISP timeframes. A hands-on role that requires precision, ownership and the ability to handle sensitive cases with professionalism. In addition to the above, other key responsibilities include:
- Investigate complaints across trading, platform, payments, onboarding & servicing journeys
- Assess complaint validity and determine fair outcomes in line with FCA DISP, SRC eligibility and final response standards
- Handle complaints from clients across our clients’ international markets, applying local requirements where relevant
- Communicate clearly with clients across phone, email and digital channels
- Escalate high-risk, vulnerable client or complex regulatory cases to the Senior Specialists
- Identify recurring themes and contribute to root cause analysis
- Work closely with Compliance, Operations, Product & Technology to resolve issues efficiently
Experience/Skills Required: For the Complaints Handler role, our client requires people who have solid complaints experience within Financial Services, FinTech or Banking with working knowledge of FCA DISP & FOS processes, including SRC and final response requirements. Other considerations for our client are finding people with strong written & verbal communication skills, sharp investigative skills and the ability to manage difficult or sensitive client conversations.
Additional Information: The salary for the Complaints Handler role is c.£40,000 – £50,000 with an average bonus of c.7.5% and a 12% flexible benefits package.
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