Job Title: Complaints Specialist

Location: Swindon (Hybrid), initial 3-6 months with view to extend

Reporting To: Complaints Team Lead / Head of Complaints

Hourly Rate: £14.85

Purpose of the Role

• To handle and resolve regulated and non-regulated customer complaints in a timely, fair, and consistent manner.
• To ensure compliance with the Complaints Handling Policy, regulatory obligations, and internal quality standards.
• To contribute to continuous improvement by identifying patterns and root causes of complaints and feeding back into the business.

Key Responsibilities

• Receive, triage, and investigate customer complaints, determining which are regulated / reportable under relevant regulation.
• Maintain ownership of complaints cases from first contact to resolution, ensuring that outcomes are communicated clearly to customers.
• Perform first-line quality control and assurance on open and closed complaint files to ensure consistency, completeness, and adherence to policy.
• Maintain accurate records and central database of all complaints, decisions, and outcomes.
• Work with cross-functional teams (e.g. Operations, Technical Support, Suppliers) to gather information, clarify issues, and drive resolution.
• Escalate issues beyond the scope of regular handler responsibilities to senior complaints / regulated complaints teams when necessary.
• Ensure all complaints are handled within internal service levels and regulatory timeframes.
• Provide feedback & insights to help improve processes, reduce customer dissatisfaction, and improve first-time resolution rates.

Skills & Experience Required

• Strong customer service skills; excellent written and verbal communication.
• Experience handling complaints end-to-end (from acknowledgement to resolution)
• High attention to detail; accurate record keeping
• Ability to remain calm under pressure; resilience