Complaint Handler

Location: Sheffield (Office-Based)
Salary: £28,500 per annum
Hours: 9:00 – 5:00 Monday to Friday

We are looking for an experienced Complaint Handler to join a busy and growing team, managing and resolving customer complaints across the full complaint lifecycle within an FCA regulated environment.
You will be responsible for investigating and resolving complaints in line with FCA regulations and Consumer Duty, taking care to ensure that all investigations are thorough, accurate and completed within required timescales. The successful candidate will be comfortable working in a fast-paced environment and be passionate about ensuring fair and positive outcomes for customers.

Duties & Responsibilities

• Take ownership of complaints throughout the full lifecycle, from initial investigation through to final resolution.
• Gather and review relevant information to ensure all investigations are thorough and accurate.
• Maintain detailed and accurate records of complaints, investigations, outcomes and any identified root causes.
• Liaise with internal teams and stakeholders to gather information and support effective complaint resolution.
• Ensure complaints are handled in accordance with relevant regulatory requirements, internal policies and agreed timescales.
• Identify recurring issues, trends and areas for improvement, providing insight where appropriate.
• Contribute to the continuous improvement of complaint handling processes and the wider customer experience.
• Attend team meetings and actively contribute ideas and suggestions.
• Support the Complaints Manager and wider team with additional activities as required.
• Take ownership of personal development and complete relevant training and development objectives.

• Excellent communication and interpersonal skills, with a confident and professional telephone manner.
• Previous experience handling customer complaints within a FCA regulated environment.
• Good understanding of FCA complaint handling requirements, including DISP and Consumer Duty.
• Strong investigative and problem-solving skills.
• Excellent attention to detail and the ability to make fair and balanced decisions.
• Highly organised, with the ability to manage a varied workload and work to strict deadlines.
• Ability to work effectively both independently and as part of a team.