Complaints Handler

Complaint Handler (FCA Regulated)

Location: Sheffield Office (on site)

Salary: Up to £30,000 per year

FCA/Financial Service regulated complaints experience needed –  It is essential for this role and will not be considered for the role without this

About Us

My client is a fast growing financial services provider in the consumer credit market. Authorised and regulated by the Financial Conduct Authority (FCA), we have ambitious growth plans in the UK and internationally

They offer a dynamic and innovative working environment with excellent opportunities for career progression. We value loyalty, hard work and commitment, and are looking for people who want to be part of something exciting as we grow.

Summary of Position

• We are looking for an experienced Complaint Handler to join our team and manage regulated complaints across the full customer journey.
• You will be responsible for managing complaints in line with FCA DISP rules and Consumer Duty requirements, ensuring investigations are thorough, accurate and completed within required timescales.
• The ideal candidate will have strong attention to detail, a proactive approach and the ability to work confidently in a fast-paced environment while delivering fair and efficient outcomes for customers.

Duties & Responsibilities

• Manage verbal and written complaints efficiently and professionally.
• Handle the full complaint lifecycle, from initial information gathering through to final response.
• Maintain accurate records of complaints, investigations, root causes and outcomes.
• Work with internal teams to gather information and resolve complaints effectively.
• Ensure complaints are handled in line with regulatory requirements, best practice and agreed timescales.
• Identify complaint trends and provide insight to improve processes and customer experience.
• Attend team meetings and contribute proactive ideas and suggestions.
• Support the Complaints Manager and wider team as required.
• Take ownership of personal development objectives and complete ad-hoc tasks as requested by management.

Skills & Experience Required

• Excellent communication and interpersonal skills, with a confident and professional telephone manner.
• Strong team-working skills and the ability to work towards individual and team targets.
• Highly organised, efficient and able to work under pressure and to strict deadlines.
• Experience handling complaints within a Financial Services environment.
• Good understanding of relevant regulations, including FCA DISP and Consumer Duty requirements.
• A proactive mindset with excellent attention to detail.
• Competent user of Microsoft Office products, including Outlook, Word and Excel.

Regulatory Responsibilities

• The successful candidate will be expected to carry out their responsibilities in accordance with all applicable regulatory requirements, company policies and procedures, including FCA rules and Consumer Duty obligations.