Complaints Handler

Department: Operations

Employment Type: Full Time

Location: Wrexham, Wrexham, Wrexham, Hybrid

Key Responsibilities

• Manage customer complaints from initial contact through to resolution, conducting thorough investigations and ensuring all cases are handled fairly, efficiently, and in line with FCA regulations.
• Apply sound judgement and effective problem-solving skills to assess information, determine appropriate outcomes.
• Maintain accurate and up-to-date complaint records within the CRM system, ensuring compliance with record-keeping standards and regulatory requirements.
• Identify root causes, analyse complaint trends, and recommend improvements to processes, systems and controls.
• Review and respond to Financial Ombudsman Service (FOS) referrals, preparing comprehensive evidence packs and supporting documentation within agreed timescales.

Skills, Knowledge & Expertise

• Recent experience handling customer complaints and complex cases within a regulated financial services environment.
• Strong knowledge of financial products, including credit cards, consumer loans, savings accounts, and mortgages is advantageous.
• Excellent written and verbal communication skills, with the ability to demonstrate empathy, build rapport, and deliver positive customer outcomes.
• Strong analytical and problem solving skills, experience handling customer data and the ability to support vulnerable customers.
• Knowledge of fraud investigations, collections processes, and Financial Ombudsman Service (FOS) cases is advantageous. 
• Minimum qualification of A-Levels (or equivalent), including GCSE English and Maths (Grade C/4 or above).

Job Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working 
• Free breakfast available