Complaints Handler - Financial Services in Newport, Wales

Complaints Handler – Banking & Financial Services (Remote)

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. Due to our success we have exciting opportunities in our Banking and Financial Service sector – You must be able to evidence at least 1 years previous experience in Complaints Handling in Financial Services within an FCA Regulated environment.

Start Dates: Various 2026

Salary: From £25,400.00 per annum

Location: Work From Home

Training: 2 weeks then 2 weeks Grad Bay

Contract: Permanent, Full Time (40hrs) (must be fully flex)

Background Checking: Right to Work in the UK, Criminal Record Check, Credit Check, Any other associated checks

Values we look for you to have:

• Process Excellence: Doing things well means something to you and you will always strive to improve on your work.
• Collaboration: You enjoy working with others and you like working as a team player.
• Communication: You can speak and write clearly and in a confident manner.
• Emotional Intelligence: You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness: You are able to be open to different ways of thinking and new ideas.
• Critical Thinking: You are able to think logically when making decisions.
• Solution Orientation: Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship: Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

Main responsibilities include:

• Thorough investigation of end to end complaints.
• Management and resolution of customer complaints, to ensure the appropriate customer outcome is reached in line with company and the Financial Conduct Authority processes and standards.
• To provide best in class customer service through excellent communication skills, both verbally and in writing.

Job Description:

• Manage, investigate and progress multiple complaints through to resolution.
• Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing.
• Proactive prioritisation and management of own allocated workload.
• Investigate root cause of complaint and gather information from relevant teams or stakeholders.
• A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures.
• Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome.
• Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance.
• Provide feedback, where appropriate, in line with continuous improvement culture.
• Ensure compliance with legal and industry regulations, organisational policies and professional codes of conduct.
• Maintain and develop own technical knowledge and expertise.

Main Job Requirements:

• Minimum 12 months experience of complaint handling in financial services is essential.
• Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps.
• Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar.
• Is able to demonstrate experience in complex, regulated customer service environment.
• Can confidently manage assigned workloads.
• Able to prioritise workloads to meet targets and timelines.
• Objection handling whilst remaining professional.