Job Title: Complaint Handler
Location: Manchester / Leeds
Salary From: £32,200
Description
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’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
Purpose of the role:
To provide a knowledgeable, accurate, and efficient service for customers by delivering excellent complaint handling across all channels.
Requirements
Key Responsibilities
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Deliver a professional, empathetic, high-quality complaint resolution service in line with policy, FCA requirements, and regulatory standards.
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Take full ownership of complaints, proactively engaging customers to understand their concerns, expectations, and desired outcomes.
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Produce clear, high-quality written and verbal communications, making fair, evidence-based decisions on outcomes and redress.
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Keep customers informed through timely, clear updates at key stages of the complaint journey.
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Resolve complaints efficiently and accurately, ensuring first-time resolution, effective follow-up, and strong dependency management with other teams.
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Work collaboratively across the business to resolve complaints end-to-end, ensuring accurate root cause recording and clear decision rationale.
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Maintain accurate case and customer records, ensuring data quality, compliance, and prevention of repeat errors.
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Consider broader customer needs and long-term outcomes, not just the immediate complaint, to support good customer outcomes.
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Constructively challenge policies, processes, and controls, identifying risks and improvement opportunities.
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Handle complaints across all levels, including Executive, media, and high-profile cases when required.
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Act as part of the organisation’s first line of defence, ensuring adherence to regulatory requirements, internal controls, and FCA standards.
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Make informed risk decisions, escalating and challenging where appropriate in line with the Risk Management Framework.
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Promote a positive team culture, supporting colleagues and demonstrating flexibility to meet business needs.
Skills and experience
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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.
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Sound knowledge of TCF, Consumer Duty, and regulatory obligations, with the ability to apply these in day-to-day decision-making.
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Understanding of wider operational processes and how complaints interact with end-to-end customer journeys.
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Excellent communication skills (written and verbal), with the ability to build rapport, manage difficult conversations, remain calm under pressure, and communicate clearly and logically.
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High levels of accuracy and attention to detail, with a strong focus on quality, consistency, and error prevention.
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Strong ability to adapt approach to individual customer needs, supporting fair treatment and positive customer outcomes.
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Confident IT and systems capability, with the ability to work across multiple internal platforms and tools.
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Ability to work independently, using judgement to manage cases effectively and escalate appropriately when required.
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Effective questioning, planning, and organisational skills, enabling strong case management and workload prioritisation.
Benefits
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Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
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Life Assurance and Group Income Protection
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Private Medical Insurance – Provided by Bupa
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25 Days Annual Leave, plus bank holidays
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Staff Discounts on our investment products
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Personal & Well-being Fund – Supporting your physical and mental wellness
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Retail Discounts – Savings at a wide range of high street and online retailers
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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.
