Complaint Resolution Handler

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

  Closing date: 06-11-2021
  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 this year? If so, this may be the role for you!

We are currently looking to appoint someone into the role of a Complaint Resolution Handler. Within this role, you will be responsible for supporting our customers by utilising a problem solving mindset 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, whilst working to 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:

  • Own and manage a complaints caseload ensuring the right resolution is reached at all times, all in line with requirements and guidelines of the FCA
  • Provide internal and external customers with a professional and efficient service whilst demonstrating the Startline values
  • Remain flexible and committed within a fast-paced environment, demonstrating the ability to handle multiple tasks with a proactive approach
  • Liaise directly with the FOS (Financial Ombudsman Service) in relation to any complaints escalated to them
  • Provides a great customer experience during every interaction focussing on delivering the best possible outcome for each complaint
  • Maintain up to date knowledge of current Operational and Compliance policies and guidelines by attending Startline training sessions or external training as required, along with up-to-date knowledge of 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
  • Hybrid working (minimum of 2 days in the office required)
  • Private Health Insurance for you and your immediate family
  • Life assurance scheme
  • Discounted gym membership


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

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