Complaints Resolution Handler

Anderson Knight is proud to be partnering with a leading financial services organisation to recruit a Complaints Resolution Handler to join their fast-paced and collaborative Complaints team.

This is a fantastic opportunity for an experienced complaint handler who understands the full end-to-end resolution process and is confident navigating FCA-regulated environments.

As a key member of the team, you’ll take ownership of complaint cases throughout the lifecycle of a motor finance agreement—ensuring all cases are resolved professionally, fairly, and in accordance with industry regulations.

Location: Finnieston, Glasgow – Hybrid Working Available

Salary: £25,000

Hours: Monday to Friday, 9am–5pm (with 1 late shift, 12pm–8pm, every 6 weeks)

Key Responsibilities:

• Manage and resolve a caseload of customer complaints from initial contact through to final resolution.

• Ensure all complaints are logged, handled, and documented in line with FCA guidelines and internal procedures.

• Communicate professionally and empathetically with customers, colleagues, and external stakeholders including the Financial Ombudsman Service (FOS).

• Work cross-functionally with internal departments to gather information and reach timely resolutions.

• Keep customers updated throughout the process, delivering a first-class customer experience at all stages.

• Identify recurring issues and contribute to process improvement initiatives.

• Represent company values while ensuring regulatory obligations (e.g. CCA, CCD, DISP, DPA, TCF) are met.

Requirements:

• End-to-end complaint handling experience within financial services.

• Solid knowledge of regulatory frameworks, including the Consumer Credit Act and FCA Handbook (SYSC, CONC, DISP).

• Excellent written and verbal communication skills.

• Ability to manage sensitive and complex cases with professionalism and discretion.

• Strong attention to detail, analytical skills, and sound judgement.

• A flexible, team-oriented attitude and a drive for continuous improvement.

Benefits:

• 33 days holiday (25 days annual leave + 8 public holidays)

• An additional day off on your birthday

• Discretionary bonus scheme

• Up to 20% pension contribution

• Private medical insurance (PMI) and eyecare support

• Hybrid working available after successful probation

• Genuine opportunities for career progression in a growing organisation

Apply now by submitting your CV in confidence.