Complaints Call Handler

Complaints Call Handler You''ll be required to work full-time in the office during the initial training and accreditation period. Once signed off, the role will move to a hybrid working model. Rate: 150 per day via umbrella, increasing to 165 per day following successful completion of training and accreditation Hours: 37.5 hours per week, Monday to Friday between 8:30am and 6:30pm Duration: Until December 2026, with strong potential for extension About the Role We are seeking experienced and customer-focused Call Handlers to join a busy Complaints Team within a leading financial services organisation based in Cardiff. This role is ideal for individuals who enjoy engaging with customers, investigating issues, and delivering fair and effective resolutions. Working in a regulated environment, you will be the first point of contact for customers wishing to raise a complaint or discuss an existing case. You''ll play a vital role in gathering detailed information, managing customer expectations, and ensuring accurate records are maintained throughout the complaints process. This is an excellent opportunity to gain exposure to complex complaints handling, develop your understanding of financial products and regulations, and build valuable experience within a highly respected organisation. Key Responsibilities Take ownership of inbound complaint calls and enquiries from customers Provide updates on existing complaint cases and manage customer expectations throughout the process ..... full job details .....