Complaints Handler

Complaints Handler Hybrid

Salary: £30,000 + Excellent Benefits

Location: Barrow-in-Furness (Hybrid Working Available)

Do you have a calm, empathetic approach and a natural ability to resolve conflict? Are you looking for a meaningful role where you can genuinely make a difference to customers experiences? Were partnering with a community-first financial services organisation on the lookout for a Complaints Handler to join their team.

This is a fantastic opportunity to become part of a supportive culture where the focus is on doing the right thing for members, for the business, and for each other. Youll handle escalated complaints, work across teams to coach and improve first-contact resolution, and support continuous improvement across the customer journey.

• Purpose-Driven Work: Every complaint is a chance to make a lasting impact and improve the experience for thousands of members.
• Supportive Culture: Youll be part of a values-led team that prioritises fairness, collaboration, and continuous improvement.
• Career Growth: A chance to build your expertise in a regulated environment while influencing real change in customer outcomes.

• Investigating and resolving customer complaints in line with FCA DISP regulations.
• Engaging with members via phone, email, and post always with empathy and clarity.
• Supporting and coaching frontline teams to strengthen first-contact resolution.
• Conducting root cause analysis, spotting trends, and feeding insights back to drive change.
• Collaborating across teams to improve processes, controls, and complaint handling systems.
• Keeping up to date with regulatory developments and sharing best practice.
• Assisting with member queries during peak periods, ensuring timely and accurate support.

• Experience in complaints handling, ideally in financial services.
• Solid knowledge of regulatory frameworks (especially FCA DISP).
• Excellent written and verbal communication skills clear, calm, and customer-first.
• Strong attention to detail and analytical mindset.
• Empathy, resilience, and the confidence to challenge and support as needed.
• Adaptability and a team-focused mindset.