About the Role
<strong>Complaints Specialist Advisor – Financial Sector (Remote UK based Working)</strong><br><br><strong>You have to be able to write final written complaints response letters.</strong><br><br>Following continued growth, our clients is expanding within their Banking and Financial Services division. Applicants must have at least one year of prior experience managing complaints in a UK FCA-regulated financial services environment.<br><br><strong>Key Information:</strong><br><br><ul><li><strong>Salary: </strong>£30,000 per year</li><li><strong>Location:</strong> Fully remote (home-based)</li><li><strong>Training:</strong> 4 weeks total</li><li><strong>Contract Type:</strong> Permanent, full-time (40 hours per week with full flexibility required)</li><li><strong>Hours:</strong> Rotational Shifts between 8am and 8pm Between Monday - Saturday (5 days per week)</li></ul><br><strong>Role Overview</strong><br><br>We are seeking driven individuals who take ownership of customer outcomes and maintain a strong understanding of products, internal processes, and policies across multiple work areas. The role requires flexibility to handle a range of tasks, including dealing with moderately complex and regulated complaints.<br><br>Successful applicants will be confident communicators, capable of explaining decisions clearly both verbally and in writing so that customers fully understand outcomes. You should thrive in a dynamic environment and be comfortable adapting to change.<br><br>Maintaining compliance with internal procedures, training frameworks, and risk guidelines is essential. You will be responsible for resolving complaints within agreed service levels while consistently delivering a high standard of customer care and demonstrating both company and client values.<br><br><strong>Key Responsibilities</strong><br><br><ul><li>Follow established compliance procedures, systems, and guidelines, and flag any basic compliance concerns</li><li>Draft routine correspondence and reports, ensuring accuracy and following up on outstanding matters</li><li>Deliver high-quality customer support by managing cases, addressing complex enquiries, and resolving issues effectively, while identifying opportunities to retain customers or support business growth</li><li>Compile accurate information by gathering data from standard sources and inputting it into required formats</li><li>Create moderately detailed documents using tools such as Microsoft Office, including summarising data for reporting purposes</li><li>Enhance personal skills through available training and development opportunities</li><li>Handle enquiries and issues across various communication channels, including phone, email, and written correspondence</li><li>Gather and organise standard information related to ongoing cases</li></ul><br><strong>Essential Requirements</strong><br><br><ul><li>At least 12 months’ experience handling complaints within a UK-regulated financial services setting</li><li>Strong communication skills, both written and verbal, with the ability to build trust and rapport with customers</li><li>Ability to manage workloads effectively, prioritising tasks and meeting deadlines</li><li>Professional approach to handling objections and challenging conversations</li></ul>Matt@cactussearch.co.uk