Legal Complaints Handler in Sheffield

Job Description Complaint Handler Location: Sheffield (Office-Based) Salary: £28,500 per annum Hours: 9:00 – 5:00 Monday to Friday We are looking for an experienced Complaint Handler to join a busy and growing team, managing and resolving customer complaints across the full complaint lifecycle within an FCA regulated environment. You will be responsible for investigating and resolving complaints in line with FCA regulations and Consumer Duty, taking care to ensure that all investigations are thorough, accurate and completed within required timescales. Duties & Responsibilities Take ownership of complaints throughout the full lifecycle, from initial investigation through to final resolution. Maintain detailed and accurate records of complaints, investigations, outcomes and any identified root causes. Liaise with internal teams and stakeholders to gather information and support effective complaint resolution. Ensure complaints are handled in accordance with relevant regulatory requirements, internal policies and agreed timescales. Contribute to the continuous improvement of complaint handling processes and the wider customer experience. Support the Complaints Manager and wider team with additional activities as required. Take ownership of personal development and complete relevant training and development objectives. Skills & Experience Required Excellent communication and interpersonal skills, with a confident and professional telephone manner. Previous experience handling customer complaints within a FCA regulated environment. Good understanding of FCA complaint handling requirements, including DISP and Consumer Duty.