Job Title
Complaints Handler
Location
Stoke Poges – Hybrid 2 days onsite per week
Contract Length
12 months
Start Date
ASAP
Contract Details
This is an initial 12‑month contract. You will work 2 days per week in the Stoke Poges office, moving to Ditton Park Datchet in January 2027. The contract has the possibility to extend or become permanent. Office days are usually Wednesday and Thursday, with flexibility for meetings or charity days. Working hours are 09:00 – 17:00 Monday – Friday, with opportunities for overtime.
About the Role
We are looking for an experienced Customer Relations professional with a strong focus on complaint management, customer outcomes, and high‑quality case handling. In this role you will manage complaints end to end, ensuring they are handled fairly, accurately, and in line with regulatory standards. You will take ownership of your caseload, resolve complex queries, and deliver clear, balanced decisions that support good customer outcomes.
Key Responsibilities
- Managing complaints end to end, from investigation through to resolution
- Delivering fair and balanced outcomes, supported by clear rationale
- Managing personal workload effectively to meet SLA and quality standards
- Handling complex queries and customer interactions confidently
- Ensuring compliance with regulatory and internal policy requirements
- Mediating between Customer and Contractor to establish the most efficient outcome for the Customer
Key Skills / Experience Required
Essential:
- Strong complaint handling experience with sound decision‑making skills
- Ability to investigate thoroughly and assess information objectively
- Confidence handling complex or sensitive customer situations
- Good organisation and time management to handle varying workloads
- Understanding of customer fairness and regulatory expectations
- A calm, professional and solution‑focused approach
- Tech savvy and the ability to learn new systems quickly and efficiently
Asset:
- Asset Finance/Banking experience would be beneficial but not essential.
- Regulatory compliance is desirable.
We are committed to providing equal employment opportunities and encourage all qualified candidates to apply.
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