1. Job Purpose
To support the early-stage resolution of customer complaints by conducting prompt and fair investigations, ensuring accurate documentation, and delivering excellent customer service. This role promotes a customer-first mindset, demonstrates strong communication skills, and supports vulnerable customers in line with Consumer Duty principles. It also contributes to continuous improvement and ensures compliance with regulatory standards under the guidance of senior team members.
2. Core Responsibilities
- Acknowledge and log complaints promptly in line with regulatory timelines and internal procedures.
- Handle complaints at the first stage of the process across all product lines, aiming to resolve within 3 working days – Summary Resolution Communication
- Investigate complaints within agreed authority, gathering relevant information and reviewing documentation to understand the root cause.
- Recommend fair and impartial outcomes in line with policy and regulatory guidelines, including redress calculations where appropriate.
- Maintain clear, professional, and compassionate communication with customers via phone, email, and letter throughout the complaint journey.
- Identify and escalate potential signs of customer vulnerability to ensure appropriate support is provided.
- Escalate complex or high-risk complaints to senior colleagues or line managers as appropriate.
- Collaborate with peers to share insights and support root cause analysis efforts.
- Provide feedback on processes and documentation to help reduce future complaints.
- Ensure all case notes and communications meet quality standards set by the Quality Assurance team.
- Accurately maintain customer records across relevant systems and databases.
- Participate in the rota for managing the Customer Complaints mailbox.
- Stay up to date with relevant regulations, policies, and internal procedures.
- Support the collation of complaint data and contribute to reporting on trends and insights.
- Adhere to the organisation’s Risk Management and Data Governance policies.
- Complete all mandatory training and compliance attestations on time.
3. Experience Requirements
- 1 years’ previous complaints handling experience working in a regulated financial services environment is essential
- 1 years’ experience working in a Financial Services environment within a customer facing role is essential
- 1 years’ experience of investigating complaints in line with FCA regulations is essential
- 1 years’ experience of working with vulnerable customers is essential
- 18 months’ experience in (all essential):
- UK Savings products , if not UK banking products
4. Knowledge Requirements
- Basic understanding of FCA complaint handling principles, including DISP and Consumer Duty.
- Awareness of customer service standards and complaint resolution processes.
- Understanding of customer vulnerability and how to respond appropriately.
- Familiarity with Microsoft Office tools (Word, Excel, Outlook).
- Knowledge of complaint handling systems (e.g., WorkSmart) is desirable but not essential.
5. Skill and Competency Requirements
- Clear and professional verbal and written communication skills.
- Strong listening skills and a customer-focused approach.
- Good attention to detail and accuracy in record-keeping.
- Ability to manage time effectively and prioritise tasks in a fast-paced environment.
- Willingness to learn, take feedback, and develop within the role.
- Ability to work collaboratively and escalate issues when needed.
- Confidence in using IT systems and managing shared inboxes
6. Required Qualifications/Certifications
- Only Graduates are eligible for this specialised role.
- Certifications in Complaints Handling, Customer Services or UK financial Services and products would be desirable.
7. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)
- Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.
This Job Description defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. As such, Job Descriptions should be subject to regular review and updates as necessary. This template was last updated on 8/4/20.
