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- Tasks: Resolve customer complaints and improve their experience with empathy and clarity.
- Company: Join a community-first financial services organisation focused on fairness and collaboration.
- Benefits: Enjoy 25 days holiday, flexible working, life insurance, and wellness perks.
- Why this job: Make a real impact while growing your career in a supportive, values-led team.
- Qualifications: Experience in complaints handling and strong communication skills are essential.
- Other info: Hybrid working available; perfect for those passionate about helping others.
The predicted salary is between 30000 - 30000 £ per year.
Do you have a calm, empathetic approach and a natural ability to resolve conflict? Are you looking for a meaningful role where you can genuinely make a difference to customers' experiences? We're partnering with a community-first financial services organisation on the lookout for a Complaints Handler to join their team.
This is a fantastic opportunity to become part of a supportive culture where the focus is on doing the right thing for members, for the business, and for each other. You'll handle escalated complaints, work across teams to coach and improve first-contact resolution, and support continuous improvement across the customer journey.
Why You'll Love This Role:- Purpose-Driven Work: Every complaint is a chance to make a lasting impact and improve the experience for thousands of members.
- Supportive Culture: You'll be part of a values-led team that prioritises fairness, collaboration, and continuous improvement.
- Career Growth: A chance to build your expertise in a regulated environment while influencing real change in customer outcomes.
- Investigating and resolving customer complaints in line with FCA DISP regulations.
- Engaging with members via phone, email, and post - always with empathy and clarity.
- Supporting and coaching frontline teams to strengthen first-contact resolution.
- Conducting root cause analysis, spotting trends, and feeding insights back to drive change.
- Collaborating across teams to improve processes, controls, and complaint handling systems.
- Keeping up to date with regulatory developments and sharing best practice.
- Assisting with member queries during peak periods, ensuring timely and accurate support.
- Experience in complaints handling, ideally in financial services.
- Solid knowledge of regulatory frameworks (especially FCA DISP).
- Excellent written and verbal communication skills - clear, calm, and customer-first.
- Strong attention to detail and analytical mindset.
- Empathy, resilience, and the confidence to challenge and support as needed.
- Adaptability and a team-focused mindset.
- Salary: £30,000 depending on experience
- Benefits Include:
- 25 days holiday (plus bank holidays + your birthday)
- 6x salary life insurance
- Sabbatical leave
- Pension scheme with salary sacrifice option
- Flexible and hybrid working options
- Employee Assistance Programme
- Electric Vehicle & Cycle to Work schemes
- Free eye tests, refreshments, and healthy snacks
- Community volunteering days
This role is perfect for someone who enjoys helping people, is committed to high standards, and wants to be part of a forward-thinking, people-first organisation.
Complaints Handler in Barrow-In-Furness employer: Hiiya Ltd
Contact Detail:
Hiiya Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Barrow-In-Furness
✨Tip Number 1
Familiarise yourself with the FCA DISP regulations, as this role requires a solid understanding of these frameworks. Being able to discuss specific regulations and how they apply to complaints handling will demonstrate your expertise and commitment to compliance.
✨Tip Number 2
Showcase your empathy and conflict resolution skills during any interactions you have with the company. Whether it's through networking or informal chats, emphasise your ability to handle difficult situations calmly and effectively, as this is crucial for a Complaints Handler.
✨Tip Number 3
Engage with current employees on platforms like LinkedIn to gain insights into the company culture and values. Understanding their approach to customer service and complaints can help you tailor your conversations and show that you're a good fit for their supportive environment.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved complaints or improved processes. Being ready to discuss these scenarios in detail will highlight your analytical mindset and problem-solving abilities, which are key for this role.
We think you need these skills to ace Complaints Handler in Barrow-In-Furness
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling, particularly within financial services. Use specific examples that demonstrate your ability to resolve conflicts and improve customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and communication skills. Explain why you are passionate about helping customers and how your values align with the company's supportive culture.
Highlight Regulatory Knowledge: Emphasise your understanding of FCA DISP regulations in your application. Mention any relevant training or experience that demonstrates your knowledge of regulatory frameworks and compliance.
Showcase Soft Skills: In your application, highlight your soft skills such as resilience, adaptability, and teamwork. Provide examples of how you've successfully collaborated with others to improve processes or resolve complaints.
How to prepare for a job interview at Hiiya Ltd
✨Show Your Empathy
As a Complaints Handler, empathy is key. During the interview, share examples of how you've handled difficult situations with understanding and care. This will demonstrate your ability to connect with customers and resolve conflicts effectively.
✨Know Your Regulations
Familiarise yourself with FCA DISP regulations before the interview. Being able to discuss these frameworks confidently will show that you understand the compliance aspect of the role and are prepared to handle complaints within those guidelines.
✨Highlight Your Communication Skills
Excellent communication is crucial in this role. Prepare to discuss how you've successfully communicated with customers in the past, whether through phone, email, or face-to-face interactions. Use specific examples to illustrate your clear and calm approach.
✨Demonstrate Problem-Solving Abilities
Be ready to talk about times when you've identified root causes of issues and implemented solutions. This will showcase your analytical mindset and your ability to contribute to continuous improvement in complaint handling processes.
