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Complaints Handler

United Kingdom, Liverpool 27000.00 - 29000.00 GBP / Year · Job Posted March 13, 2026
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Job Description

A well-established financial services organisation is seeking a Complaints Handler to join its Operations team in Liverpool. This role exists to ensure customer complaints are handled thoroughly, fairly, and in line with regulatory expectations, playing a key part in protecting both customers and the business.

Job Responsibility

  • Log, investigate, and manage customer complaints in line with FCA and internal policy
  • Support a compliant and consistent complaints handling process
  • Liaise with customers, broker/dealer partners, field teams, and third-party finance partners
  • Gather evidence and information to support complaint investigations
  • Contribute to investigation summaries and draft final responses where required
  • Highlight operational or regulatory risks identified during complaint reviews
  • Work collaboratively with Complaints Managers and Quality Assurance teams

Requirements

  • Previous experience in complaints handling within financial services or a regulated environment
  • Strong understanding of complaint investigation processes
  • Highly organised with accurate and efficient administrative skills
  • Confident communicator able to manage sensitive conversations professionally
  • Methodical, detail-oriented, and able to manage multiple cases effectively
  • Acts with integrity at all times and demonstrates a customer-first mindset

What we offer

  • Bonus
  • 25 Days Holiday
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