The Complaint Handler is responsible for managing customer complaints from receipt through to resolution in a professional, fair, and timely manner, and ensuring we adhere to regulatory requirements (FCA, OFGEM GDPR) The role involves investigating concerns thoroughly, maintaining regular communication with customers, and ensuring complaints are resolved in line with company procedures, regulatory requirements, and service standards.
The successful candidate will play a key role in delivering positive customer outcomes, reducing escalation risk, and identifying opportunities for service improvement.
Key Responsibilities
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Manage and investigate customer complaints across multiple channels including telephone, email, and written correspondence.
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Acknowledge complaints within 5 business days, and ensure all cases are logged accurately on internal systems.
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Conduct fair and thorough investigations by reviewing account information, call recordings, documentation, and internal processes.
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Maintain regular communication with customers throughout the complaint lifecycle.
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Deliver clear, empathetic, and professional written and verbal responses.
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Ensure complaints are resolved within regulatory and company timescales, including the 8-week complaint handling window where applicable.
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Escalate high-risk, complex, or vulnerable customer cases appropriately to the Customer Experience and Insights Manager.
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Liaise with operational teams and stakeholders to gather information and support resolutions.
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Identify complaint trends and recurring issues to support continuous improvement.
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Ensure all actions and decisions are fully documented and compliant with company standards.
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Support with Ombudsman, ADR, or escalated complaint responses where required.
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Contribute positively to team performance and customer satisfaction objectives.
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Support with MI reporting and Monitoring where applicable.
Skills and Experience
Essential
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Previous customer service or complaint handling experience.
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Strong written and verbal communication skills.
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Ability to manage difficult conversations professionally and empathetically.
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Good organisational and time management skills.
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Ability to prioritise workload and manage multiple cases simultaneously.
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Attention to detail and strong investigative skills.
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Ability to work under pressure and meet deadlines.
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Competent in Microsoft Office and case management systems.
Desirable
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Experience working within a regulated environment.
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Knowledge of complaint handling procedures and FCA/Ombudsman guidelines.
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Experience dealing with escalated or complex customer cases.
Personal Attributes
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Calm and professional approach.
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Empathetic and customer focused.
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Resilient and solution driven.
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Strong sense of accountability and ownership.
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Team player with a collaborative approach.
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Ability to make balanced and fair decisions.
Key Performance Indicators (KPIs)
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Complaint resolution timescales.
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Quality and accuracy of complaint responses.
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Customer satisfaction outcomes.
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Reduction in escalated complaints.
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Compliance with regulatory requirements.
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Case management productivity and backlog management.
Please find the full job description below as well as the benefits of working for First Locate
