Complaints Call Handler

Complaints Call Handler

You'll be required to work full-time in the office during the initial training and accreditation period. Once signed off, the role will move to a hybrid working model.

Rate: 150 per day via umbrella, increasing to 165 per day following successful completion of training and accreditation

Hours: 37.5 hours per week, Monday to Friday between 8:30am and 6:30pm

Duration: Until December 2026, with strong potential for extension

About the Role

We are seeking experienced and customer-focused Call Handlers to join a busy Complaints Team within a leading financial services organisation based in Cardiff. This role is ideal for individuals who enjoy engaging with customers, investigating issues, and delivering fair and effective resolutions.

Working in a regulated environment, you will be the first point of contact for customers wishing to raise a complaint or discuss an existing case. You'll play a vital role in gathering detailed information, managing customer expectations, and ensuring accurate records are maintained throughout the complaints process.

This is an excellent opportunity to gain exposure to complex complaints handling, develop your understanding of financial products and regulations, and build valuable experience within a highly respected organisation.

Key Responsibilities

• Take ownership of inbound complaint calls and enquiries from customers
• Provide updates on existing complaint cases and manage customer expectations throughout the process
• Handle approximately 20-30 detailed calls per day, ensuring a high level of professionalism and empathy
• Accurately record customer interactions and complaint details on internal systems
• Review information provided by customers and identify any additional evidence required
• Liaise with third parties and internal departments to gather information and support investigations
• Ensure all complaint information is captured accurately and in line with regulatory requirements
• Manage customer queries through to resolution, escalating where appropriate
• Maintain clear and professional communication with customers and stakeholders at all times
• Support the wider complaints team in meeting service level agreements and quality standards

What We're Looking For

• Previous experience within a complaints, or case handling environment
• Experience within financial services, banking, insurance, pensions, or other regulated industries is highly desirable
• Strong understanding of treating customers fairly and delivering excellent customer outcomes
• Excellent verbal and written communication skills
• Ability to build rapport and gather key information confidently over the telephone
• Strong listening and questioning skills with a professional and empathetic approach
• Excellent attention to detail and accuracy when recording information
• Effective organisational and time-management skills
• Ability to manage multiple priorities in a fast-paced environment
• Competent IT skills and experience using customer management systems

If you think this is the opportunity for you, apply now.

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.