Complaints Handler

  • Location
    Stratford-Upon-Avon, Warwickshire
  • Salary
    £ 15 - £ 17 / Hourly
  • Job type
  • Industry
    Banking and Financial Services
  • External Reference

We are recruiting on behalf of a financial services organisation based in Stratford-Upon-Avon, for two Complaints Handlers to undertake a temporary assignment, beginning in February, for a duration of six months. This will be a remote assignment until at least April 2021, after this there may be some requirement to work within their offices in Stratford-Upon-Avon. Working hours for this role are 0900-1700 Monday-Friday.

The main purpose of the role is to manage the identification, investigation and root cause analysis of complaints to ensure outcomes are aligned with the client's Philosophy and Guiding Principles, industry practice and regulatory requirements and that lessons learnt are incorporated into working practices, systems and controls to protect the customer relationship and client's reputation.

You must have a thorough, robust and process-driven attitude with the ability to manage a reasonably heavy caseload of work. You will be skilled in logging complaints and being able to act upon them, and have a thorough knowledge of FOS regulations. You will be responsible for investigating complaints and stakeholder management, you will oversee the reviewing of decisions made by FOS and take responsibility for feeding back to team members. You must be able to evidence knowledge of FOS regulations and processes and ideally have a background in working within financial services.


  1. Review, assess, log and act on customer dissatisfaction, reported complaints received by life services, other departments, third parties and Complaint Management Companies (CMCs) as required by FSA and company standards.

  2. Manage the investigation of complaints and associated correspondence, to conclusion, compliant with regulatory rules and guidance, establishing the facts of the case from relevant parties and systems to ensure the right outcome and redress for both the customer and client.

  3. Identify and monitor root causes, trends and impacts of complaints, recommending remedial actions to correct process, improve systems and controls, mitigate risk and enhance customer experience.

  4. Review complaint decisions referred by the Financial Ombudsman Service (FOS), The Pensions Advisory Service (TPAS) and customers, in conjunction with Life Services Management and Compliance, in accordance with regulatory requirements to ensure the final decision is correct.

  5. Guide and advise life services teams so that they are able to manage 'non-complaints', in line with the the client's Philosophy and Guiding Principles, protecting the customer relationship and client's reputation

  6. Update, communicate and monitor letters, standard documents and procedures to ensure they comply with regulatory requirements and take account of industry practice, FOS decisions and lessons learnt

  7. Deliver short term / one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager

For this role you must undertake financial and Disclosure and Barring Service checks. The interview process is two stages and will include a telephone interview and a technical interview.

Experience and knowledge

Use of Microsoft Office to produce business correspondence and spreadsheets

Commercial and economic awareness of the issues surrounding Life Products desirable

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Please apply with your CV to: Lyahna Tulloch