Customer Experience Advisor

The Role

On behalf of our client, we are seeking a Customer Experience Advisor (Complaints Handler) on a temporary basis to cover holiday periods for 3–6 months. The role involves managing a caseload of complaints from customers and business partners, ensuring matters are handled in line with regulatory requirements and the company’s complaint handling framework.

The role reports to the Complaints Executive and requires close investigation, effective complaint resolution, and professional communication throughout the process.

Responsibilities will include

• Investigate and resolve verbal and written customer complaints within regulatory timescales and in line with Financial Ombudsman Service standards.
• Log, acknowledge, investigate and resolve complaints in accordance with regulatory complaint handling procedures.
• Ensure complaint responses are thoroughly investigated, identifying and rectifying errors while adhering to company procedures and customer commitments.
• Maintain regular communication with customers, providing updates throughout the complaint process.
• Liaise with internal departments, managers, insurers and external partners to gather information required to resolve complaints.
• Maintain accurate complaint records and administer complaint logging and reporting systems.
• Correspond with the Financial Ombudsman Service regarding complaint investigations and outcomes.
• Provide clear and timely responses to internal business queries relating to complaints.
• Assist with regulatory complaint reporting and returns.

The Person

The ideal candidate is experienced in complaints handling within financial services and demonstrates strong investigative and communication skills.

• Previous complaints handling experience within financial services or insurance.
• Knowledge of FCA complaint handling rules and Financial Conduct Authority regulations.
• Strong written and verbal communication skills, with the ability to convey complex financial matters clearly.
• Ability to work independently, manage a caseload, and meet regulatory timescales.

The Hours

35 hours per week. The role is temporary for 3–6 months. Three days per week are on site

The Salary

£28,000 – £30,000 per annum (depending on experience). No bonus

The Location

Rudgeway, near Bristol. Hybrid working applies, with 3 days on site. Own transport is required