Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Resolve customer complaints and support investigations to improve efficiency.
- Company: Join a growing team focused on delivering fair outcomes for customers.
- Benefits: Enjoy 25 days holiday, gym discounts, and a learning budget.
- Why this job: Make a real impact by turning negative experiences into positive ones.
- Qualifications: 2+ years in Financial Services with strong complaint handling skills required.
- Other info: Remote work with a supportive team culture.
The predicted salary is between 24000 - 31000 £ per year.
Job Title : Complaints Officer
Location: Remote
Salary: Up to £31,000 depending on experience
Hours: Monday to Friday 9 am to 5 pm
Benefits:
- 25 days holiday + public holidays
- Additional day off for your birthday
- Charity/voluntary days off
- Option to buy or sell 5 days holiday
- Discounted Gym membership
- Pension scheme
- Learning and Development budget
- Employee assistance programme with holistic wellbeing support
- Lunch and learn sessions
- Free hot drinks and snacks
About the Role:
We\’re looking for a Complaints Officer to join the growing Complaints team! In this role, you\’ll be responsible for resolving customer complaints across all products, services, and channels while supporting the Complaints Investigators with key administrative tasks to improve efficiency. You\’ll log and manage level one complaints, ensuring they are handled fairly, independently, and within regulatory timescales. You\’ll also liaise with external parties, assist first-line teams with complaints-related queries, and oversee administrative duties within the department. If you\’re a proactive, customer-focused individual passionate about delivering fair outcomes and turning negative experiences into positive ones, we\’d love to hear from you!
Responsibilities:
- Manage complaints received via all contact channels fairly and thoroughly.
- Log and triage complaints from voice and other channels as appropriate.
- Take calls from customers registering a complaint or seeking updates.
- Support frontline teams with escalated expressions of dissatisfaction.
- Review registered complaints daily and ensure accurate logging.
- Gather relevant information and evidence for efficient resolution.
- Ensure all complaints are acknowledged within regulatory timeframes.
- Liaise with relevant departments to ensure timely customer responses.
- Submit comprehensive case files within deadlines.
- Respond to Financial Ombudsman requests via email and telephone.
- Ensure fair and thorough resolution within agreed SLAs.
- Accurately record all customer information in line with company policies.
- Stay updated on departmental SLAs and flag any concerns promptly.
- Suggest improvements to reduce complaint volume at the source.
Experience required:
- 2+ years\’ experience handling complaints in Financial Services across multiple contact channels.
- Background in Banking, with strong knowledge of Credit Cards and lending products.
- Understanding of the Collections cycle and customer vulnerability.
- Passion for delivering outstanding customer experiences.
- Strong understanding of Treating Customers Fairly (TCF) principles.
- Proven ability to write clear, bespoke responses to complaints.
- Excellent written, verbal, and listening skills.
- Strong Microsoft Excel proficiency.
- Familiarity with FCA regulations, FOS, and Consumer Duty in financial services.
- Ability to think on your feet, with a proactive and problem-solving mindset.
- Adaptability to a fast-paced, dynamic environment.
- Empathetic approach to customer interactions, ensuring a positive brand reputation.
For more information regarding the role of Complaints Officer please contact us. Stellar Select is acting as an employment agency and is a corporate member of the REC.
#J-18808-Ljbffr
Complaints Officer employer: Stellar Select Limited
Contact Detail:
Stellar Select Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarize yourself with the Treating Customers Fairly (TCF) principles. Understanding these principles will not only help you in the interview but also demonstrate your commitment to delivering outstanding customer experiences, which is crucial for a Complaints Officer.
✨Tip Number 2
Brush up on your knowledge of FCA regulations and the Financial Ombudsman Service (FOS). Being well-versed in these areas will show that you are prepared to handle complaints effectively and understand the regulatory landscape.
✨Tip Number 3
Prepare examples from your past experience where you've successfully resolved complaints. Highlight your proactive problem-solving skills and how you turned negative customer experiences into positive outcomes.
✨Tip Number 4
Demonstrate your strong communication skills during the interview. Practice articulating your thoughts clearly and empathetically, as this role requires excellent verbal and written communication to manage customer interactions effectively.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Complaints Officer position. Understand the key responsibilities and required experience, especially in handling complaints within Financial Services.
Tailor Your CV: Customize your CV to highlight relevant experience, particularly your 2+ years in complaint handling and knowledge of financial products. Emphasize your skills in customer service and your understanding of Treating Customers Fairly (TCF) principles.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for delivering outstanding customer experiences. Mention specific examples of how you've resolved complaints effectively and your proactive approach to problem-solving.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your responses are clear and concise, reflecting your excellent written communication skills.
How to prepare for a job interview at Stellar Select Limited
✨Show Your Customer Focus
Emphasize your passion for delivering outstanding customer experiences. Share specific examples of how you've turned negative situations into positive outcomes in previous roles.
✨Demonstrate Your Knowledge of Regulations
Be prepared to discuss your understanding of FCA regulations, FOS, and Consumer Duty in financial services. This shows that you are well-versed in the compliance aspects of handling complaints.
✨Highlight Your Problem-Solving Skills
Discuss instances where you've had to think on your feet and resolve issues quickly. Employers value candidates who can adapt to fast-paced environments and handle complaints efficiently.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to demonstrate your communication skills. Practice responding to hypothetical complaints to showcase your empathetic approach and ability to manage customer interactions.
