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Complaints Investigator – Full Time / Permanent

Position Type: Permanent
Location: Maidenhead, Berkshire
Salary: £19,000 - £24,000 per annum
Job Reference: J359


Overall Purpose of Job
To ensure that all complaints are administered, investigated and resolved in accordance with regulatory requirements and company standards. Promoting a customer focused environment, acting as the voice of the customer.

Key Accountabilities

  • Where required, undertaking and assisting in the daily administration tasks such as allocation of complaints, Post, Complaints diary and File requests.
  • Investigating complaints and where required sensitive / reputational issues, making recommendations on the resolution of those cases ensuring the outcome is fair and timely, whilst maintaining overall quality.
  • Actioning general complaint queries.
  • Compiling and maintaining the necessary records, providing a clear and concise audit trail.
  • Working within and helping to maintain a customer focused and team environment which is continually improving and striving to identify process improvements.
  • Assisting the Customer Liaison when required by taking on tasks to assist other members of the team with key activities to manage workloads.
  • Providing assistance and support when required to the wider departments in to improve the handling of Complaints day to day.

Experience, Knowledge, Skills

  • Previous experience in a complaint handling environment (preferable but not essential).
  • Experience in either Collections or Litigation.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure and to be able to show a flexible and adaptable approach.
  • Problem solving skills.
  • Time management skills, with the ability to review, organise and prioritise.

Candidates will be effective at

  • Identifying multiple complaint cases.
  • Understanding own and other’s responsibilities within the department.
  • Supporting colleagues, the Customer Liaison Team Manager and the Operations Manager by offering unsolicited help.
  • Ensuring proper records are maintained.
  • Identifying patterns and trends in complaints and assisting with the production of accurate management information.
  • Working within internal standards and the external regulatory and legislative framework.
  • Acting with integrity and protecting any business sensitive information.
  • Remaining conversant with the FSA Handbook and other legislation / regulation impacting on the business in the performance of the role.


  • Level 3 Certificate in Regulated Complaints Handling (CeRCH required: qualification or commitment to study)