Reed Business Support are thrilled to be supporting a well-established financial services organisation in the recruitment of Complaints Handler positions based in Caerphilly. This is an exciting opportunity to join a newly formed Customer Experience team within a highly regulated environment, helping to shape and enhance the customer complaints function.

What you'll be doing:

• Manage customer complaints through the full end-to-end process.
• Investigate complaints thoroughly and fairly in line with regulatory requirements.
• Identify and support vulnerable customers appropriately.
• Maintain accurate complaint records and documentation.
• Review customer interactions and account information to support investigations.
• Share knowledge, insights and best practice to support continuous improvement.

What you'll need:

• A minimum of three years' complaints handling experience.
• Previous experience working within financial services.
• Strong understanding of regulatory requirements and customer outcomes.
• Experience managing complaints from receipt through to resolution.
• Ability to identify and support vulnerable customers.
• Experience within banking, lending, credit, finance or other regulated financial products would be advantageous.

What you'll get:

• 25 days annual leave plus bank holidays.
• Workplace pension scheme.
• Birthday day off.
• Refer-a-friend scheme.
• Cycle to Work scheme.
• Electric vehicle scheme.
• Eye care voucher scheme.