Senior Complaints Handler

Location: Liverpool Support Centre

Salary: £29,000 per annum

Contract: Permanent

Closing Date: 07 October 2026

We're looking for an experienced Senior Complaints Handler to join our Complaints & Quality Assurance team.

You'll be responsible for investigating and resolving customer complaints fairly, professionally, and within FCA timescales, ensuring excellent customer outcomes and regulatory compliance.

Key Responsibilities

• Manage complaints from receipt through to resolution.
• Investigate complex cases, gathering evidence from customers, branches, CCTV, and internal systems.
• Produce FCA-compliant Final Response Letters.
• Support Financial Ombudsman Service referrals where required.
• Identify root causes and recommend improvements.
• Ensure compliance with FCA regulations, Consumer Duty, GDPR, and relevant legislation.

What We're Looking For

Essential

• Complaints handling experience within financial services.
• Strong knowledge of FCA DISP rules and Consumer Duty.
• Experience resolving complex complaints independently.
• Excellent written communication and analytical skills.
• GCSEs (or equivalent) in English and Maths.

Desirable

• Experience in pawnbroking, consumer lending, jewellery retail, or FOS case handling.
• Knowledge of the Consumer Rights Act 2015.
• Experience in complaint reporting and trend analysis.

If you're passionate about delivering fair customer outcomes and thrive in a regulated environment, we'd love to hear from you.

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