Regulated Complaint Handler

Rate of pay: £14.23  per hour (Annual Est. £26,800)

• Shift 1: Monday-Thursday 08:00-16:00, Sunday 10:00-17:00 (36 hours per week) Permanent role
• Shift 2: Monday-Thursday 09:00-17:00, Sunday 10:00-17:00 (36 hours per week) Permanent role
• Shift 3: Tuesday-Thursday 9:00-17:00, Friday 9:00-16:45, Saturday 9:00-17:00 (36 hours per week) 12 Month Fixed Term Contract

Location: Desford Road, Leicester, LE19 4AT

 Training: Includes 4-6 weeks of paid, full-time, in-house training. Schedule: Monday–Thursday, 9:00 AM – 5:00 PM, Friday 09:00 AM - 16:45 PM. 

Start Date: Monday, 5th January.

Are you someone who thrives on helping people and making a real difference? As a Complaint Handler in our Regulated Customer Escalations Team, you'll be part of a small, friendly team dedicated to resolving customer complaints with care and professionalism.

In this role, you'll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. You'll have the freedom to use your initiative, supported by colleagues who are always ready to offer guidance and support. This is more than just a job. It's an opportunity to advance your career in a dynamic department and make a lasting impact.

A day in the life:

• As a Complaint Handler, you will be responsible for investigating customer complaints, liaising with various areas within the business as required to achieve a resolution within the agreed-upon timescales. 
• You will manage your cases using a diary system, enabling you to prioritise your workload efficiently.
• You will build a great relationship with the customer, finding a resolution to the complaint, making an improvement to a business process or practice and having the satisfaction of turning a complaint around into a positive experience for the customer.
• Additionally, you will speak and write to customers to achieve a satisfactory outcome for the customer and the business, putting yourself in their shoes while using a mix of professional and conversational language.
• It will be key to plan, organise, and prioritise your workloads to ensure deadlines are met for our customers.

What type of complaints will I handle as part of the Regulated Complaints Team?

As a regulated complaint handler, the complaints you will handle will be varied, but to name a few:

• Returns Not Credited: Handling complaints where a customer has returned an item but has not yet received a refund or credit on their account.
• Balance Disputes: Investigating and resolving cases where a customer believes their account balance is incorrect, often due to an uncredited return, a billing error, or an unexpected charge.
• Credit File Complaints: Managing complaints about a customer's credit file, including concerns that their credit score has been negatively impacted or that there is an inaccurate hold or increase on their file.
• Irresponsible Lending: Dealing with serious claims from customers who feel that we have lent them money without properly assessing their ability to repay, leading to financial hardship.
• Failed Collections / Items Not Received: Resolving issues related to our logistics, such as when a customer's scheduled return was not collected or when they never received the items they ordered.

What's in it for me? 

• Clear salary expectations, with the potential to earn £16.49 per hour. 
• No productivity targets. You'll handle each case individually, focusing on resolving queries in the most effective and customer-focused way.
• Develop and refine your communication, problem-solving, and conflict resolution skills while gaining valuable, transferable customer service experience, putting you in the best position to apply for

advanced or leadership roles. 

• Work within a supportive, collaborative team in a dynamic environment where colleagues are ready to guide and assist, and every day presents a new challenge.

What we're looking for:

• With previous experience in customer service and complaint handling within a regulated financial area, you will possess excellent communication skills and attention to detail, enabling you to put yourself in the customer's shoes and do all you can to achieve this.
• You'll be highly self-motivated, with excellent attention to detail and a high level of enthusiasm.
• You'll thrive in a fast-paced environment, taking responsibility while showing a can-do attitude to ensure all complaints are resolved within agreed-upon timescales.

What's Next?

In accordance with Home Office guidance, successful candidates will be required to evidence their right to work in the UK before commencement of employment.  This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met.

Our recruitment process begins with a telephone interview to assess your initial suitability and learn more about you. If you are successful at this stage, you will then be invited to a Face to Face interview, where you will complete a competency-based interview and a letter-writing assessment. More information on the Assessment Centre format will be provided to shortlisted candidates.

Next is proud to be a Disability Confident Employer (Level 2). We're committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on

*Please note spaces are limited for each shift and are on a first come first serve basis and cannot be guaranteed.