Customer service Complaints advisor - Hybrid

Customer Service Contact Centre – Complaints Advisor

Got a calm head and a knack for turning unhappy customers into satisfied ones?

We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards.

Monday to Friday normal office hours working Hybrid. No evenings or weekends

Key Responsibilities

• Handle customer complaints via phone, email, and written correspondence
• Investigate complaints thoroughly, gathering and reviewing relevant information
• Provide clear, fair, and timely resolutions in line with FCA regulations
• Maintain accurate and detailed case records on internal systems
• Communicate outcomes clearly and empathetically to customers
• Identify root causes and escalate complex or high-risk issues where required
• Meet service level agreements (SLAs) and regulatory timescales

Key Requirements

• Previous contact centre experience, ideally within financial services
• Strong written and verbal communication skills
• Ability to manage sensitive conversations with empathy and professionalism
• Good understanding of regulated environments and customer fairness (e.g. FCA principles)
• Excellent attention to detail and strong organisational skills
• Ability to work to deadlines and manage multiple cases
• Confident using CRM and case management systems