Complaints Handler

Complaints Handler

£27,000 - £29,000

Liverpool Hybrid Role

Do you enjoy investigating issues and delivering fair outcomes for customers?

Are you looking for a complaints role in financial services where quality, integrity, and regulation genuinely matter?

A well-established financial services organisation is seeking a Complaints Handler to join its Operations team in Liverpool. This role exists to ensure customer complaints are handled thoroughly, fairly, and in line with regulatory expectations, playing a key part in protecting both customers and the business.

About the Business

This financial services provider operates within a regulated environment, placing strong emphasis on Treating Customers Fairly, operational integrity, and high-quality customer outcomes. The business supports customers, broker partners, and internal stakeholders across a complex operational model.

Role Purpose

The Complaints Handler is responsible for the end-to-end logging and investigation of customer complaints, ensuring compliance with internal policy and regulatory requirements. Working closely with Complaints, Quality Assurance, Compliance, and Operations teams, the role contributes to robust investigations, clear outcomes, and continuous improvement.

Key Responsibilities

• Log, investigate, and manage customer complaints in line with FCA and internal policy
• Support a compliant and consistent complaints handling process
• Liaise with customers, broker/dealer partners, field teams, and third-party finance partners
• Gather evidence and information to support complaint investigations
• Contribute to investigation summaries and draft final responses where required
• Highlight operational or regulatory risks identified during complaint reviews
• Work collaboratively with Complaints Managers and Quality Assurance teams

About You

• Previous experience in complaints handling within financial services or a regulated environment
• Strong understanding of complaint investigation processes
• Highly organised with accurate and efficient administrative skills
• Confident communicator able to manage sensitive conversations professionally
• Methodical, detail-oriented, and able to manage multiple cases effectively
• Acts with integrity at all times and demonstrates a customer-first mindset

Job Benefits

• Location: Liverpool (office-based / hybrid)
• Salary: £27-29k, dependent on experience
• 25 Days Holiday
• Annual Bonus

This is an excellent opportunity for someone looking to build or strengthen their career in complaints handling, customer resolution, or compliance operations within financial services.

Applications are welcomed for a confidential discussion with the recruiter.