At a Glance
- Tasks: Handle customer complaints with empathy and professionalism, ensuring high-quality resolutions.
- Company: Join interactive investor, the UK's top flat-fee investment platform with a strong customer focus.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and a generous pension plan.
- Other info: Be part of a supportive team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping customers navigate their financial concerns and improve their experience.
- Qualifications: Strong communication skills and understanding of regulatory complaint-handling requirements are essential.
The predicted salary is between 32200 - 32200 £ per year.
Who we are: interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.
Purpose of the role: To provide a knowledgeable, accurate, and efficient service for customers by delivering excellent complaint handling across all channels.
Key Responsibilities:
- Deliver a professional, empathetic, high-quality complaint resolution service in line with policy, FCA requirements, and regulatory standards.
- Take full ownership of complaints, proactively engaging customers to understand their concerns, expectations, and desired outcomes.
- Produce clear, high-quality written and verbal communications, making fair, evidence-based decisions on outcomes and redress.
- Keep customers informed through timely, clear updates at key stages of the complaint journey.
- Resolve complaints efficiently and accurately, ensuring first-time resolution, effective follow-up, and strong dependency management with other teams.
- Work collaboratively across the business to resolve complaints end-to-end, ensuring accurate root cause recording and clear decision rationale.
- Maintain accurate case and customer records, ensuring data quality, compliance, and prevention of repeat errors.
- Consider broader customer needs and long-term outcomes, not just the immediate complaint, to support good customer outcomes.
- Constructively challenge policies, processes, and controls, identifying risks and improvement opportunities.
- Handle complaints across all levels, including Executive, media, and high-profile cases when required.
- Act as part of the organisation’s first line of defence, ensuring adherence to regulatory requirements, internal controls, and FCA standards.
- Make informed risk decisions, escalating and challenging where appropriate in line with the Risk Management Framework.
- Promote a positive team culture, supporting colleagues and demonstrating flexibility to meet business needs.
Skills and experience:
- Strong understanding of the regulatory environment, including FCA complaint-handling requirements, the role of the Financial Ombudsman Service (FOS), and associated operational and regulatory risks.
- Sound knowledge of TCF, Consumer Duty, and regulatory obligations, with the ability to apply these in day-to-day decision-making.
- Understanding of wider operational processes and how complaints interact with end-to-end customer journeys.
- Excellent communication skills (written and verbal), with the ability to build rapport, manage difficult conversations, remain calm under pressure, and communicate clearly and logically.
- High levels of accuracy and attention to detail, with a strong focus on quality, consistency, and error prevention.
- Strong ability to adapt approach to individual customer needs, supporting fair treatment and positive customer outcomes.
- Confident IT and systems capability, with the ability to work across multiple internal platforms and tools.
- Ability to work independently, using judgement to manage cases effectively and escalate appropriately when required.
- Effective questioning, planning, and organisational skills, enabling strong case management and workload prioritisation.
Benefits:
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful. interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.
Complaint Handler in Manchester employer: Interactive Investor
At interactive investor, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture in the vibrant cities of Manchester and Leeds. Our commitment to employee growth is reflected in our comprehensive benefits package, including a generous pension plan, private medical insurance, and a personal well-being fund, ensuring that our team members thrive both personally and professionally. Join us to be part of a dynamic team dedicated to delivering outstanding customer service while enjoying a fulfilling career in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Handler in Manchester
✨Tip Number 1
Get to know the company inside out! Research interactive investor's values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Complaint Handler, you'll need to handle tough conversations with empathy and clarity. Role-play with a friend or use online resources to sharpen your verbal and written communication.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the interactive investor team. Don’t miss out on this opportunity!
We think you need these skills to ace Complaint Handler in Manchester
Some tips for your application 🫡
Show Your Empathy:As a Complaint Handler, empathy is key! Make sure your application reflects your understanding of customer concerns. Use examples that showcase how you've handled complaints in the past with care and professionalism.
Be Clear and Concise:When writing your application, clarity is crucial. Keep your language straightforward and avoid jargon. We want to see that you can communicate effectively, just like you would when resolving a customer's complaint.
Highlight Your Regulatory Knowledge:Since this role involves understanding FCA requirements, make sure to mention any relevant experience or knowledge you have about regulatory standards. This will show us that you're prepared for the challenges of the role.
Tailor Your Application:Don’t just send a generic application! Tailor it to the Complaint Handler role by aligning your skills and experiences with the job description. We love seeing candidates who take the time to connect their background with what we’re looking for.
How to prepare for a job interview at Interactive Investor
✨Know Your Regulations
Familiarise yourself with the FCA complaint-handling requirements and the role of the Financial Ombudsman Service. This knowledge will not only help you answer questions confidently but also demonstrate your understanding of the regulatory environment, which is crucial for a Complaint Handler.
✨Show Empathy and Communication Skills
Prepare to showcase your ability to handle difficult conversations with empathy. Practice articulating how you would approach a customer’s complaint, ensuring you convey understanding and clarity in your responses. This will highlight your communication skills and your commitment to positive customer outcomes.
✨Demonstrate Problem-Solving Abilities
Think of examples from your past experiences where you successfully resolved complaints or challenges. Be ready to discuss how you took ownership of a situation, engaged with customers, and made fair, evidence-based decisions. This will illustrate your proactive approach and ability to manage cases effectively.
✨Prepare for Team Collaboration Questions
Since the role involves working collaboratively across the business, be prepared to discuss how you’ve worked in teams before. Think of specific instances where you contributed to a team effort to resolve complaints or improve processes, showcasing your flexibility and support for colleagues.
