Complaints Officer

Job Title: Complaints Officer

Location: Remote

Salary: Up to £31,000 depending on experience

Hours: Monday to Friday 9 am to 5 pm

Benefits:

• 25 days holiday + public holidays
• Additional day off for your birthday
• Charity/voluntary days off
• Option to buy or sell 5 days holiday
• Discounted Gym membership
• Pension scheme
• Learning and Development budget
• Employee assistance programme with holistic wellbeing support
• Lunch and learn sessions
• Free hot drinks and snacks

About the Role:

We're looking for a Complaints Officer to join the growing Complaints team! In this role, you'll be responsible for resolving customer complaints across all products, services, and channels while supporting the Complaints Investigators with key administrative tasks to improve efficiency. You'll log and manage level one complaints, ensuring they are handled fairly, independently, and within regulatory timescales. You'll also liaise with external parties, assist first-line teams with complaints-related queries, and oversee administrative duties within the department. If you're a proactive, customer-focused individual passionate about delivering fair outcomes and turning negative experiences into positive ones, we'd love to hear from you!

Responsibilities:

• Manage complaints received via all contact channels fairly and thoroughly.
• Log and triage complaints from voice and other channels as appropriate.
• Take calls from customers registering a complaint or seeking updates.
• Support frontline teams with escalated expressions of dissatisfaction.
• Review registered complaints daily and ensure accurate logging.
• Gather relevant information and evidence for efficient resolution.
• Ensure all complaints are acknowledged within regulatory timeframes.
• Liaise with relevant departments to ensure timely customer responses.
• Submit comprehensive case files within deadlines.
• Respond to Financial Ombudsman requests via email and telephone.
• Ensure fair and thorough resolution within agreed SLAs.
• Accurately record all customer information in line with company policies.
• Stay updated on departmental SLAs and flag any concerns promptly.
• Suggest improvements to reduce complaint volume at the source.

Experience required:

• 2+ years' experience handling complaints in Financial Services across multiple contact channels.
• Background in Banking, with strong knowledge of Credit Cards and lending products.
• Understanding of the Collections cycle and customer vulnerability.
• Passion for delivering outstanding customer experiences.
• Strong understanding of Treating Customers Fairly (TCF) principles.
• Proven ability to write clear, bespoke responses to complaints.
• Excellent written, verbal, and listening skills.
• Strong Microsoft Excel proficiency.
• Familiarity with FCA regulations, FOS, and Consumer Duty in financial services.
• Ability to think on your feet, with a proactive and problem-solving mindset.
• Adaptability to a fast-paced, dynamic environment.
• Empathetic approach to customer interactions, ensuring a positive brand reputation.

For more information regarding the role of Complaints Officer please contact us. Stellar Select is acting as an employment agency and is a corporate member of the REC.