Regulatory Complaint Handler
$30,492,800–$32,240,000 year
On-siteLeicester, England, United Kingdom
Job Summary
Investigate and resolve regulated customer complaints by analyzing account histories, liaising with relevant teams, and addressing disputes on credits, billing, and lending within agreed timescales. Navigate sensitive financial discussions with empathy to turn complex issues into positive experiences while identifying root causes to suggest process improvements. Manage a busy workload using a diary system to prioritize cases and meet deadlines, communicating with precision through both spoken and written interactions. Handle specific matters including irresponsible lending claims, balance disputes, outstanding refunds, and failed collections. Work in a collaborative department focused on quality resolutions rather than productivity targets, supported by colleagues ready to offer guidance.
Required Qualifications
- Previous experience in a regulated customer service/complaint-handling environment
- Experience within an FCA-regulated sector such as banking, financial services, or energy
- The ability to write and speak with clarity, empathy, and attention to detail
- The skill to prioritise a busy workload and meet tight deadlines
- A calm approach to problem-solving in a dynamic environment
- A 'can-do' attitude
- A passion for customer satisfaction
- Self-motivation
- Evidence of right to work in the UK
Desired Qualifications
- Experience influencing how customers are served by recommending process improvements
- Experience using initiative
- Experience with conflict resolution
- Experience with financial skills
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