Complaint Handler

Our established Peterborough based client are seeking a skilled and customer-focused Complaint Handler to join their team. In this role, you will be responsible for investigating and resolving customer complaints fairly, efficiently, and in line with regulatory requirements. In this full time, permanent role working Monday to Friday 8.45am to 5.15pm. Your work will play a key role in enhancing customer trust and ensuring our organisation maintains a high standard of service and compliance. Key Responsibilities in the Complaint Handler role will include: Log, acknowledge, investigate, and resolve customer complaints within regulatory and internal deadlines Conduct fair, thorough investigations and gather all necessary information to fully understand the customer s concerns Liaise with relevant internal/external departments to resolve complaints Draft clear, well-reasoned written responses to customers, explaining decisions in line with company policies and FCA guidelines Escalate complex or high-risk complaints appropriately Identify and report root causes and trends to help improve processes and reduce future complaints Maintain accurate and up-to-date records on the complaints handling system Ensure all complaints are handled in line with FCA and Financial Ombudsman Service (FOS) expectations Continuously develop knowledge of products, policies, and regulatory requirements Experience required for the Complaint Handler role:- Experience in handling complaints within a ..... full job details .....