Job Description

Job Title:
Complaint Handler - ISA / LISA - Savings Products.

Location:
Hybrid / Remote / Banbury

Reports to:
Complaints Team Manager

Hours:

40 hours per week, Monday to Friday.

Role Purpose

As a Complaint Handler in our banking team, you will be responsible for supporting with written escalated customer complaints in line with company policy. You'll ensure timely, accurate and empathetic written communication for our customers, to support business and customer outcomes, and contribute to the development of a supportive, high-performing team culture. ?

Key Responsibilities

Respond to customer escalations to support with good communication in line with company policy. Update client records. Support knowledge sharing and contribute to a collaborative team environment Ensure timely and professional customer communications are delivered at all times.
Key Behaviours for High Performance

Customer Focus:

Understand how complaint resolution impacts customer trust and business reputation Communicate clearly and empathetically to rebuild customer confidence
Attention to Detail:

Ensure client records are accurate and well-documented Follow company procedures with diligence and care
Resilience & Problem-Solving:

Approach customer escalations with a calm, methodical attitude Stay focused under pressure and respond constructively to challenges
Collaboration & Communication:

Build strong relationships across departments to support root cause resolution
Continuous Improvement:

Identify opportunities to improve complaint processes and customer experience Keep up to date with changes in internal policies
Key Relationships

Internal:

Customer Service Team Manager Compliance and Risk Teams
External:

Customers and third-party representatives
Essential Skills & Experience

Technical Skills:

Excellent written and verbal communication Good understanding of written complaint handling procedures and financial services systems
Qualifications:

Good general education (minimum GCSEs or equivalent) Industry-specific qualifications (desirable but not essential)
Experience:

Ideally with experience in Financial Services, preferably with experience in Savings products (ISA and LISA) Proven background in handling written communication. Ability to work independently, prioritise workload, and meet deadlines
What We Offer

Hybrid / Remote working Access to ongoing training and career development within a supportive team
Job Types: Full-time, Temp to perm
Contract length: 4 weeks

Pay: 13.50 per hour

Schedule:

Day shift Monday to Friday No weekends
Application question(s):

Do you have complaints handling experience?
Work Location: Hybrid remote in Banbury OX16 0AA