This role is ideal for someone who has at least 1 year of end-to-end complaint handling experience in a regulated environment and is confident managing cases from initial contact through to final resolution.
Location: Glasgow (Hybrid)
Salary: £15.11
Hours: Tuesday + Wednesday (4pm-8pm) and Saturday (9am-6pm).
These are the preferred shifts, however there is flexibility in the days for the evening shifts.
Key Responsibilities
• Manage a caseload of complaints from start to finish, ensuring fair, timely and accurate outcomes.
• Communicate clearly and professionally with customers and internal stakeholders.
• Log and document all cases in line with regulatory and internal standards.
• Gather information from relevant departments to support resolution.
• Keep customers updated throughout the process and deliver a positive and supportive experience.
• Identify themes or trends that may support service or process improvements.
What We’re Looking For
• Minimum 1 year of end-to-end complaints experience (essential).
• Experience working within a regulated environment (financial services or similar).
• Strong written and verbal communication skills.
• Ability to manage sensitive or complex cases with empathy and professionalism.
• Proactive, organised and confident in working independently and as part of a team.
Benefits
• 33 days holiday (including public holidays)
• Additional birthday leave
• Discretionary bonus scheme
• Up to 20% pension contribution
• Private medical insurance & eyecare support
• Hybrid working available following probation
• Opportunities for career development
To apply, please send your CV in confidence
Salary description
£15.11 - £15.11 per hour