Complaints Advisor - Financial services - UK fully remote

Complaints Specialist Advisor – Financial Sector (Remote UK based Working)

You have to be able to write final written complaints response letters.

Following continued growth, our clients is expanding within their Banking and Financial Services division. Applicants must have at least one year of prior experience managing complaints in a UK FCA-regulated financial services environment.

Key Information:

• Salary: £30,000 per year
• Location: Fully remote (home-based)
• Training: 4 weeks total
• Contract Type: Permanent, full-time (40 hours per week with full flexibility required)
• Hours: Shifts between 8am and 8pm

Pre-employment checks include:

• Verification of right to work in the UK
• Criminal background screening
• Credit history check
• CIFAS screening
• Additional relevant vetting as required

Role Overview We are seeking driven individuals who take ownership of customer outcomes and maintain a strong understanding of products, internal processes, and policies across multiple work areas. The role requires flexibility to handle a range of tasks, including dealing with moderately complex and regulated complaints.

Successful applicants will be confident communicators, capable of explaining decisions clearly both verbally and in writing so that customers fully understand outcomes. You should thrive in a dynamic environment and be comfortable adapting to change.

Maintaining compliance with internal procedures, training frameworks, and risk guidelines is essential. You will be responsible for resolving complaints within agreed service levels while consistently delivering a high standard of customer care and demonstrating both company and client values.

Key Responsibilities

• Follow established compliance procedures, systems, and guidelines, and flag any basic compliance concerns
• Draft routine correspondence and reports, ensuring accuracy and following up on outstanding matters
• Deliver high-quality customer support by managing cases, addressing complex enquiries, and resolving issues effectively, while identifying opportunities to retain customers or support business growth
• Compile accurate information by gathering data from standard sources and inputting it into required formats
• Create moderately detailed documents using tools such as Microsoft Office, including summarising data for reporting purposes
• Enhance personal skills through available training and development opportunities
• Handle enquiries and issues across various communication channels, including phone, email, and written correspondence
• Gather and organise standard information related to ongoing cases

Essential Requirements

• At least 12 months’ experience handling complaints within a UK-regulated financial services setting
• Strong communication skills, both written and verbal, with the ability to build trust and rapport with customers
• Ability to manage workloads effectively, prioritising tasks and meeting deadlines
• Professional approach to handling objections and challenging conversations