Complaints Handler - Financial Services (Remote)
Salary: From £30,000 per annum
Location: Remote (must be UK-based)
Contract: Permanent, Full-Time
Shifts: Mon-Sat, 8am - 8pm, 40 hours per week
Start Dates: Various throughout 2026
Must have minimum 12 months complaints experience in a financial services environment.
About the Role
We are seeking highly motivated and customer-focused individuals to join our team as Complaints Handlers within a regulated financial services environment. This is a fully remote opportunity offering stability, structured training, and long-term career development.
You will be responsible for managing and resolving customer complaints, including moderately complex and regulated cases, ensuring fair outcomes and excellent service delivery at every stage.
Training & Development
- 2 weeks initial training
- 2 weeks Grad Bay supported environment
- Ongoing development through structured training and coaching
Key Responsibilities
- Handle and resolve customer complaints in line with regulatory requirements and internal policies
- Investigate complex cases, ensuring fair and timely outcomes within SLA deadlines
- Communicate clearly with customers via phone, email, and written correspondence
- Prepare reports, letters, and case documentation to a high standard
- Manage multiple cases effectively, prioritising workload and deadlines
- Identify potential customer retention or improvement opportunities
- Maintain accurate records and produce data-driven reports
- Adhere to compliance frameworks, risk controls, and internal procedures at all times
Essential Experience
- Minimum 12 months' complaint handling experience in a UK financial services regulated environment
- Strong verbal and written communication skills
- Excellent telephone manner with the ability to build rapport and trust
- Proven ability to manage workloads and meet deadlines
- Skilled in objection handling while maintaining professionalism
Background Checks
All offers are subject to satisfactory completion of:
- Right to Work in the UK
- Criminal Record Check
- Credit Check
- CIFAS and Sanctions Checks
- Any additional role-related screening
Why Join Us?
- Fully remote working
- Structured onboarding and support
- Competitive salary
- Opportunity to grow within a regulated financial services environment
- Dynamic and fast-paced role with real impact
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