Regulated Complaint Handler

A day in the life

• Investigate & Resolve: Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
• Build Relationships: Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
• Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
• Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads, ensuring deadlines are met.
• Communicate with Precision: Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.

What You’ll Take on

You will deal with a variety of complaints, to name a few:

• Credit & Lending: Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
• Financial Disputes: Resolving Balance Disputes where billing errors or unexpected charges have occurred.
• Account Credits: Investigating cases where returns haven't been credited or refunds are outstanding.
• Logistics & Service: Resolving issues where failed collections or missing items have impacted a customer's financial account.

What’s in it for me?

• Competitive Pay: Earn up to £16.99 per hour.
• Quality over Quantity: We have no productivity targets. We want you to focus on the *right* resolution for the customer, not just the fastest one.
• Career Growth: Develop high-level conflict resolution and financial skills in a supportive environment that prepares you for future advancement.
• Culture: Work in a collaborative, fast-paced department where help is always at hand.

What we’re looking for:

You are a self-motivated professional with a "can-do" attitude and a passion for customer satisfaction. You’ll need:

• Experience: Previous experience in a regulated customer service/ complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
• Communication: The ability to write and speak with clarity, empathy, and attention to detail, especially when representing our senior leadership.
• Organisation: The skill to prioritise a busy workload and meet tight deadlines.
• Resilience: A calm approach to problem-solving in a dynamic environment.

What's [Employer hidden — view at passion-project.co.uk]?

In accordance with Home Office guidance, successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met.

Our recruitment process is a simple three-step journey: first, a telephone interview to learn about your experience and suitability; second, an online letter-writing assessment, where you'll demonstrate your written communication skills through a customer response task if successful; and finally, a face-to-face interview, focused on competency-based questions to discuss your skills and how you handle real-world challenges.

[Employer hidden] is proud to be a Disability Confident Employer (Level 2). We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on [contact hidden].

*Please note we will offer this role on a first come, first served basis, so early responses are encouraged.

Please note that we are aware of fraudulent recruitment adverts on some third party sites. [Employer hidden] does not request or require any payment at any stage of the recruitment process.

Benefits

- 25% off most [Employer hidden], MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through [Employer hidden])

- Quarterly bonuses

- Free parking on [Employer hidden] authorised sites

- Early VIP access to sale stock

- Access to fantastic discounts at our Staff Shops

- 10% off most partner brands & up to 15% off Branded Beauty

- Restaurants with great food at amazing prices

- Hot deals and exclusive offers from over 3,500 retailers through our online benefits platform

- Access a digital GP and other free health and wellbeing services

- Sharesave scheme

- Financial Wellbeing - Save, track and enhance your financial wellbeing

- Direct to Work - Discount online and instore, collect your items the [Employer hidden] day for free from your place of work or local store

- Support Networks - Access to Network Groups to empower and celebrate each other

- Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more

Conditions apply to all benefits. These benefits are discretionary and subject to change.

​We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email [contact hidden] (please include 'Workplace Adjustments' in the subject line), or call us on [contact hidden] and leave a voicemail.

What's [Employer hidden]?

#### Apply

Show us what you can do. Submit your application online and our recruitment team will take a first look at your experience and strengths.

#### Pre-screening

Let’s talk. If you're successful at this stage we will get in touch for an initial conversation by video or phone to learn more about you and share what the team is looking for.

#### Review

Show us what you can do. At this stage, you’ll be invited to take part in an on-site assessment centre or an alternative recruitment process, depending on the role. This may include competency-based interviews and role-specific assessments.

#### Offer

If it’s the right match, our recruitment team will be in touch with a job offer and [Employer hidden] steps. This is where your journey with [Employer hidden] begins.