Complaints Officer

Complaints Officer – Financial Services

Location: Glasgow City Centre

Salary: £25,000 – £27,000 per annum

Contract: Full-Time, Permanent

Hours: 37 hours per week | No evenings or weekends

Working Pattern: Office-based with hybrid working opportunities following probation

About the Opportunity

We are recruiting on behalf of an established, multi-award-winning financial services organisation based in Glasgow City Centre.

This is an excellent opportunity for a customer-focused and detail-oriented Complaints Officer to join a growing business that prides itself on delivering fair customer outcomes and exceptional service.

Working closely with the Compliance Manager, you will take ownership of customer complaints, conduct thorough investigations and ensure all cases are resolved professionally, fairly and in line with regulatory requirements.

Key Responsibilities

• Manage complaints from initial receipt through to resolution, ensuring compliance with FCA regulations.
• Investigate complaints thoroughly and impartially, gathering relevant information and liaising with customers and internal teams.
• Identify root causes, trends and opportunities to improve processes and prevent recurring complaints.
• Produce clear, accurate and empathetic written responses.
• Maintain accurate complaint records and ensure client service level agreements are met.
• Support data protection requests and compliance monitoring activities.
• Stay informed of relevant regulatory requirements and business developments.

What We're Looking For

• Previous experience in complaints handling, customer service or a regulated environment.
• Excellent written and verbal communication skills, with the ability to handle sensitive situations professionally.
• Strong investigative, analytical and problem-solving abilities.
• Exceptional attention to detail and organisational skills.
• Ability to manage multiple cases and prioritise workloads effectively.
• Confident using Microsoft Office and internal systems.
• Desirable: Experience within financial services and knowledge of FCA regulations, DISP, GDPR and the Financial Ombudsman Service.

What's on Offer?

• £25,000 – £27,000 annual salary.
• 37-hour working week with no evenings or weekends.
• 30 days' annual leave, including bank holidays, increasing with length of service.
• Potential for hybrid working following successful completion of probation, subject to performance.
• Comprehensive training and ongoing professional development.
• Opportunities for career progression and funded external training.
• Quarterly employee recognition awards with prizes of up to £500.
• Annual holiday prize draw and long-service awards.
• Option to buy or sell up to five days' annual leave.
• Employee referral scheme and company social events.

Apply Today

If you have strong customer service experience, excellent investigative skills and a passion for delivering fair outcomes, we'd love to hear from you.

Apply now to take the next step in your career with a successful and growing financial services organisation.