H&T Group Ltd
Senior Complaints Handler
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Location: Liverpool Support Centre
Salary: £29,000 per annum
Contract: Permanent
Closing Date: 07 October 2026
We're looking for an experienced Senior Complaints Handler to join our Complaints & Quality Assurance team.
You'll be responsible for investigating and resolving customer complaints fairly, professionally, and within FCA timescales, ensuring excellent customer outcomes and regulatory compliance.
Key Responsibilities
- Manage complaints from receipt through to resolution.
- Investigate complex cases, gathering evidence from customers, branches, CCTV, and internal systems.
- Produce FCA-compliant Final Response Letters.
- Support Financial Ombudsman Service referrals where required.
- Identify root causes and recommend improvements.
- Ensure compliance with FCA regulations, Consumer Duty, GDPR, and relevant legislation.
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What We're Looking For
Essential
- Complaints handling experience within financial services.
- Strong knowledge of FCA DISP rules and Consumer Duty.
- Experience resolving complex complaints independently.
- Excellent written communication and analytical skills.
- GCSEs (or equivalent) in English and Maths.
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Desirable
- Experience in pawnbroking, consumer lending, jewellery retail, or FOS case handling.
- Knowledge of the Consumer Rights Act 2015.
- Experience in complaint reporting and trend analysis.
If you're passionate about delivering fair customer outcomes and thrive in a regulated environment, we'd love to hear from you.
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