Customer Complaints Handler

Customer Complaints Handler – Hybrid (2 days from home, 3 days office-based)

Warwick, Warwickshire
£27,000 + BUPA, critical illness cover, death in service, Employee Assistance Programme, staff discounts & regular social events

Is 2026 the year you want to have a work life balance? No shifts or weekends?

Join a respected, established, and growing organisation in Warwick as a Customer Complaints Handler. This role is suited to an experienced complaints professional who can take full ownership of complex customer complaints cases, demonstrate sound regulatory judgement, and deliver high-quality outcomes in line with FCA expectations.

What’s on offer

• Location: Free on-site parking, easy access from A46, close to Warwick Parkway train station
• Development: Ongoing training and career progression within a supportive, professional environment

Key responsibilities of the Customer Complaints Handler:

• Take ownership of complex and escalated customer complaints from receipt through to final resolution
• Conduct detailed, evidence-based investigations ensuring fair, balanced, and timely outcomes
• Draft high-quality final response letters that meet FCA requirements
• Apply sound judgement when interpreting FCA guidance and company policy
• Identify root causes, trends, and systemic issues, recommending process and service improvements
• Support quality assurance and share best practice across the complaints function

Skills & experience required to be a Customer Complaints Handler

• Significant experience handling customer complaints, ideally within a regulated environment
• Previous experience of writing final response letters
• Proven ability to manage complex cases with confidence and professionalism
• Analytical mindset with strong decision-making and problem-solving skills
• Customer-focused approach with high attention to detail

Ready to step into a complaints role with real responsibility and progression? Apply today.