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 escalation of 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