interactive investor
FinTech
ComplaintHandler
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Complaint Handler at interactive investor. Skills: Complaint handling, Customer service, Regulatory compliance. Deliver complaint resolution service. Take ownership of complaints”
What You'll Achieve.
Support good customer outcomes
Industry & Context.
Root cause analysis; Decision making
What They're Looking For.
Must Have
Understanding of regulatory environment, Knowledge of TCF, Consumer Duty, Understanding of operational processes, Excellent communication skills, High levels of accuracy, Ability to adapt approach, Confident IT and systems capability, Ability to work independently, Effective questioning skills, Planning and organisational skills
What You'll Do.
Deliver complaint resolution service
Take ownership of complaints
Produce clear communications
Keep customers informed
Resolve complaints efficiently
Ensure first-time resolution
Work collaboratively across business
Record accurate root cause
Maintain accurate records
Consider broader customer needs
Challenge policies and processes
Handle executive complaints
Act as first line of defence
Make informed risk decisions
Promote positive team culture
Demonstrate flexibility
How You'll Work.
Team & Collaboration
Work collaboratively across business; Support colleagues
Communication Scope
Written communication; Verbal communication
Full Job Description
**Job Title:** Complaint Handler **Location:** Manchester / Leeds **Salary From:** £32,200 **Description** **Who we are:** interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs. We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights. **Purpose of the role:** To provide a knowledgeable, accurate, and efficient service for customers by delivering excellent complaint handling across all channels. **Requirements** **Key Responsibilities** * Deliver a professional, empathetic, high-quality complaint resolution service in line with policy, FCA requirements, and regulatory standards. * Take full ownership of complaints, proactively engaging customers to understand their concerns, expectations, and desired outcomes. * Produce clear, high-quality written and verbal communications, making fair, evidence-based decisions on outcomes and redress. * Keep customers informed through timely, clear updates at key stages of the complaint journey. * Resolve complaints efficiently and accurately, ensuring first-time resolution, effective follow-up, and strong dependency management with other teams. * Work collaboratively across the business to resolve complaints end-to-end, ensuring accurate root cause recording and clear decision rationale. * Maintain accurate case and customer records, ensuring data quality, compliance, and prevention of repeat er
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