Complaints Coordinator

£30,000 - £35,000

Liverpool City Centre | Hybrid Working (2 days from home)

The Company

Our client is a well-established financial services provider operating in the consumer finance sector. Known for their customer-first approach and innovative product offerings, they've built a reputation for reliability and service excellence. With a collaborative and professional team culture, they're committed to continuous improvement and delivering outstanding customer experiences.

The Role

We're seeking a confident and capable Complaints Coordinator to join the team. This role is central to maintaining customer trust and satisfaction, requiring someone who can manage and resolve complaints across phone, email, and social media with empathy and precision. You'll be responsible for ensuring all concerns are handled in line with regulatory standards and internal policies, while identifying opportunities to improve service delivery.

Key Responsibilities

Handle customer complaints across multiple channels, ensuring accurate logging and tracking
Investigate and resolve issues in line with FCA regulations and company procedures
Communicate outcomes clearly and professionally, maintaining a calm and empathetic tone
Collaborate with internal departments to resolve complex cases efficiently
Monitor complaint trends and contribute insights to improve customer service processes
About You

Experience handling complaints within financial services, with a solid understanding of regulatory frameworks
Familiarity with the Financial Ombudsman Service and escalation procedures
Strong communication and problem-solving skills, with the ability to remain composed under pressure
Self-motivated and quick to learn new systems and processes
Must be based within commutable distance to Liverpool City Centre
Benefits

Competitive salary of £30,000 - £35,000
Annual bonus scheme
25 days holiday plus bank holidays
Hybrid working arrangement (2 days from home per week)
Modern office in central Liverpool with excellent transport links
Supportive team environment and opportunities for career development
If you're ready to take ownership of customer experience and play a key role in a forward-thinking organisation, we'd love to hear from you.

Apply today and bring your expertise to a team that values your contribution.

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