Complaints Handling Specialist
About the Role:
We are currently seeking an experienced Complaints Handling Specialist to fill a challenging position. The successful candidate will be responsible for managing and investigating customer complaints, as well as identifying trends and areas for improvement.
Key Responsibilities:
* Investigate formal complaints and prepare well-structured responses
* Support complaints escalated to relevant departments
* Identify trends, root causes, and areas for improvement from complaint data
* Flag quality issues and share feedback with relevant teams
* Assist with complaint-related training and internal processes
* Collaborate with quality and compliance teams as needed
Requirements:
* A qualification in complaint handling is essential
* Solid experience handling customer complaints—ideally in financial services or insurance
* A good understanding of regulatory guidelines
* Strong written and verbal communication skills—you'll be drafting formal responses and speaking with various stakeholders
* A high level of accuracy and attention to detail
* Confidence using software applications and internal systems
* A proactive, organised approach to work—you'll be managing deadlines and multiple priorities
Why This Role?
This is an excellent opportunity to work with a dedicated team where your voice is heard, and your insights make a real difference to both customers and internal processes.