Complaint Resolution Investigator

About the role

Join a respected financial services organisation as a Complaint Resolution Investigator. You will work within the Resolutions division, helping to protect the firm’s reputation by investigating, resolving and responding to client complaints that may have financial, regulatory or reputational impact.

Key responsibilities

• Manage a personal portfolio of complaints, delivering detailed, high‑quality responses that meet regulatory standards.
• Communicate with clients clearly by phone and in writing, using all available information to investigate issues.
• Identify errors, address root causes and ensure satisfactory resolution for customers.
• Support the Treating Customers Fairly framework and promptly report concerns.
• Escalate matters that pose regulatory, reputational or financial risk.
• Collaborate with colleagues to share specialist knowledge and improve the overall customer experience.

Required profile

• Relevant experience in UK financial services, banking or insurance, including formal complaint handling.
• Excellent organisational abilities and the capacity to juggle multiple tasks simultaneously.
• Strong verbal and written communication skills.

Required skills

• Proficiency in using internal systems and databases to gather information.
• Ability to analyse data and identify patterns or root causes.

What we offer

• Competitive salary between £25,000 and £33,000 per year.
• Bonus potential of up to 10%.
• 10% non‑contributory pension scheme.
• Free parking, onsite gym and restaurant.
• Hybrid working flexibility.