Complaints Handler - Fully Remote

Complaints Handler - Financial Services (Remote)
Salary: From £30,000 per annum
Location: Remote (must be UK-based)
Contract: Permanent, Full-Time
Shifts: Mon-Sat, 8am - 8pm, 40 hours per week
Start Dates: Various throughout 2026
Must have minimum 12 months complaints experience in a financial services environment.
About the Role
We are seeking highly motivated and customer-focused individuals to join our team as Complaints Handlers within a regulated financial services environment. This is a fully remote opportunity offering stability, structured training, and long-term career development.
You will be responsible for managing and resolving customer complaints, including moderately complex and regulated cases, ensuring fair outcomes and excellent service delivery at every stage.
Training & Development
* 2 weeks initial training
* 2 weeks Grad Bay supported environment
* Ongoing development through structured training and coaching
Key Responsibilities
* Handle and resolve customer complaints in line with regulatory requirements and internal policies
* Investigate complex cases, ensuring fair and timely outcomes within SLA deadlines
* Communicate clearly with customers via phone, email, and written correspondence
* Prepare reports, letters, and case documentation to a high standard
* Manage multiple cases effectively, prioritising workload and deadlines
* Identify potential customer retention or improvement opportunities
* Maintain accurate records and produce data-driven reports
* Adhere to compliance frameworks, risk controls, and internal procedures at all times
Essential Experience
* Minimum 12 months' complaint handling experience in a UK financial services regulated environment
* Strong verbal and written communication skills
* Excellent telephone manner with the ability to build rapport and trust
* Proven ability to manage workloads and meet deadlines
* Skilled in objection handling while maintaining professionalism
Background Checks
All offers are subject to satisfactory completion of:
* Right to Work in the UK
* Criminal Record Check
* Credit Check
* CIFAS and Sanctions Checks
* Any additional role-related screening
Why Join Us?
* Fully remote working
* Structured onboarding and support
* Competitive salary
* Opportunity to grow within a regulated financial services environment
* Dynamic and fast-paced role with real impact
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database