Job Description: Complaint Handler

Location: Sheffield Office (on site)

Salary: £28,500 per year

Reports to: Complaints Manager

Hours: 37.5 hours per week, Monday–Friday

About Us

My Finance Club launched in 2017 as a new entrant to the online consumer credit market. Authorised and regulated by the Financial Conduct Authority (FCA), we have ambitious growth plans in the UK and internationally for small, short-term loan products.

We offer a dynamic and innovative working environment with excellent opportunities for career progression. We value loyalty, hard work and commitment, and are looking for people who want to be part of something exciting as we grow.

Summary of Position

We are looking for an experienced Complaint Handler to join our team and manage regulated complaints across the full customer journey.

You will be responsible for managing complaints in line with FCA DISP rules and Consumer Duty requirements, ensuring investigations are thorough, accurate and completed within required timescales.

The ideal candidate will have strong attention to detail, a proactive approach and the ability to work confidently in a fast-paced environment while delivering fair and efficient outcomes for customers.

Duties & Responsibilities

• Manage verbal and written complaints efficiently and professionally.
• Handle the full complaint lifecycle, from initial information gathering through to final response.
• Maintain accurate records of complaints, investigations, root causes and outcomes.
• Work with internal teams to gather information and resolve complaints effectively.
• Ensure complaints are handled in line with regulatory requirements, best practice and agreed timescales.
• Identify complaint trends and provide insight to improve processes and customer experience.
• Attend team meetings and contribute proactive ideas and suggestions.
• Support the Complaints Manager and wider team as required.
• Take ownership of personal development objectives and complete ad-hoc tasks as requested by management.

Skills & Experience Required

• Excellent communication and interpersonal skills, with a confident and professional telephone manner.
• Strong team-working skills and the ability to work towards individual and team targets.
• Highly organised, efficient and able to work under pressure and to strict deadlines.
• Experience handling complaints within a Financial Services environment.
• Good understanding of relevant regulations, including FCA DISP and Consumer Duty requirements.
• A proactive mindset with excellent attention to detail.
• Competent user of Microsoft Office products, including Outlook, Word and Excel.
• Note: This job description provides a general outline of the duties and responsibilities associated with the Complaint Handler role and may vary depending on the specific requirements of the organisation.

Regulatory Responsibilities

The successful candidate will be expected to carry out their responsibilities in accordance with all applicable regulatory requirements, company policies and procedures, including FCA rules and Consumer Duty obligations.

Job Types: Full-time, Permanent

Pay: £28,500.00 per year

Benefits:

• Company pension
• Private medical insurance

Application question(s):

• Do have a disability that will require any reasonable adjustments for the interview/recruitment process or job role (working in-person from the office) ?

Experience:

• Financial Services Complaint Handling: 1 year (required)

Work Location: In person