Complaint Resolution Handler

Are you someone who gets satisfaction out of solving problems? If so, then please click here!

  Closing date: 17-06-2022
  Location: Glasgow

Do you want to play a key part in driving great outcomes for our customers?

Are you a dynamic, self-starter, who has the capability and energy to deliver results?

Are you looking for a new challenge? If so, this may be the role for you!

We are currently looking for a new Handler to join our Complaint Resolution team. You will be responsible for supporting our customers by using your problem solving skills to achieve the right outcome. Confident and empathetic, you will illustrate a flair for written and verbal communication as you help to resolve complex problems from investigation through to resolution.  All this whilst working to our high standards at all times.


What is it like to work in the Complaint Resolution Department?

“It is an interesting and diverse role. It is a close knit supportive team where each day is different”

“Challenging but rewarding at the same time. You get a lot of job satisfaction out of the role by solving problems and reaching outcomes”


Key Activities:

  • You will own and manage a complaints caseload ensuring the right resolution is reached for both the customer and the company and in line with requirements and guidelines of the FCA
  • Providing internal and external customers with a professional and efficient service, you will demonstrate the company values and characteristics at all times
  • Remaining flexible, you will be committed to working at pace, demonstrating the ability to handle multiple tasks with a proactive and positive approach
  • You will confidently liaise directly with the FOS (Financial Ombudsman Service) in relation to any complaints escalated to them
  • Providing a great experience is important for every customer interaction, so you will focus on delivering the best possible outcome for each complaint
  • Working in a culture of continuous learning and development, you will maintain up to date knowledge of current operational and compliance policies and guidelines in addition to regulatory and legislative changes

Skills, Experience and Qualities:

  • Previous experience as a Complaint Resolution Handler or similar is essential
  • Previous experience within a financial services organisation would be preferred
  • Advanced knowledge in Microsoft Office Suite (Word, Excel, and Outlook) is required
  • Familiarity with prevailing regulatory and compliance requirements with particular reference to the Consumer Credit Act would be beneficial
  • Strong communication, negotiation and interpersonal skills
  • A positive mindset with continuous improvement
  • Open and transparent style
  • Flexible and adaptable
  • Attention to detail with strong numerical and analytical skills
  • A team player

What is on offer:

  • A competitive salary
  • 35 hours per week
  • Shift work required between hours of 08:00 – 18:00 Monday to Friday
  • 15% total pension contribution
  • 15% OTE discretionary bonus
  • Private Health Insurance for you and your immediate family
  • Life assurance scheme
  • Recognition and Reward initiatives
  • Wellbeing agenda including Bike2Work; reduced fee gym membership; coaching for mental wellbeing
  • An active Social team

To apply, please use the form below including a cover letter and CV.


Application form

Max file size: 1MB. Allowed filetypes: pdf doc docx

Max file size: 1MB. Allowed filetypes: pdf doc docx

We require your permission to receive and manage your data. For information on how we will process and protect your data, please see our Recruitment Privacy Notice (click here).