Job Description
Complaint Handler\n\n£25,000 - £27,000\n\nLiverpool City Centre / Hybrid Work Arrangement\n\nThe Company \n\nOur client is a well-established financial services provider with a strong reputation for delivering tailored solutions to their customers. Operating within the consumer finance sector, they are known for their commitment to excellent customer service and innovative products. With a supportive and professional team culture, they pride themselves on fostering a collaborative working environment that values continuous improvement and customer satisfaction.\n\nThe Role\n We are seeking a dedicated Complaint Handler to join our client’s team.
This is a customer-focused role that involves managing and resolving complaints across multiple channels, including phone, email, and social media. You will play a key role in ensuring customer satisfaction by addressing concerns promptly and professionally while adhering to regulatory and company standards.\n\nKey Responsibilities:\n\nHandle incoming complaints through various channels, including phone, email, and social media, ensuring all issues are logged accurately.\nInvestigate and resolve customer complaints in line with company policies and regulatory guidelines.\nCommunicate resolutions effectively, maintaining a professional and empathetic tone at all times.\nCollaborate with internal departments to gather information and implement solutions for complex cases.\nMonitor complaint trends and provide feedback to improve customer service processes.\nAbout You\n\nPerson Specification:\n\nProven experience in handling customer complaints within a financial services environment, including familiarity with regulatory standards and processes, would be advantageous.\nKnowledge of the Financial Ombudsman Service (FOS) and experience managing complaints that could escalate to this level is desirable.\nYou must be based within commutable distance to our office in Central Liverpool\nStrong communication and problem-solving skills, with the ability to remain professional and empathetic under pressure.\nSelf-motivated and adaptable, capable of quickly understanding company processes and contributing effectively from day one.\nJob Benefits:\n\nCompetitive salary up to £27,000 per annum.\nAnnual company bonus scheme.\n25 days of holiday plus bank holidays.\nFlexible hybrid working arrangement with 2 days working from home per week.\nModern office located in the heart of central Liverpool.\nSupportive team environment with opportunities for professional growth.\nReady to make a difference in customer satisfaction? Apply now and join a dynamic team where your skills will truly shine