Regulatory Complaint Handler (Financial Services)

Location: Desford Road, Enderby, Leicester, LE19 4AT, United Kingdom; onsite

Salary: £14.66–£15.50 per hour (annual estimate £27,400); up to £16.99 per hour stated in the benefits section.

Company

hirify.global is a retail company providing customer products and services through its stores and online channels.

What you will do

• Investigate and resolve regulated complaints involving credits, billing, lending, refunds, and account disputes.
• Review account histories and liaise with relevant teams to resolve cases within agreed timescales.
• Handle sensitive financial discussions with empathy and communicate fair outcomes clearly.
• Identify complaint root causes and recommend improvements to business processes and practices.
• Organise and prioritise cases using a diary system while meeting deadlines.

Requirements

• Previous experience in regulated customer service or complaint handling.
• Experience in an FCA-regulated sector such as banking, financial services, or energy.
• Clear, empathetic, accurate written and verbal communication skills.
• Ability to prioritise a busy workload and meet tight deadlines.
• Calm, resilient, self-motivated approach to problem-solving.
• Evidence of the right to work in the UK is required before employment begins.

Culture & Benefits

• Four weeks of in-house training, Monday to Friday from 9:00 to 17:00.
• No productivity targets; emphasis is placed on achieving the right customer resolution.
• Collaborative, fast-paced working environment with support from colleagues.
• Quarterly bonuses, free parking at authorised hirify.global sites, and employee discounts.
• Access to digital GP, health and wellbeing services, support networks, Sharesave, and discounted gym memberships.

Hiring process

• Telephone interview covering experience and suitability.
• Online letter-writing assessment involving a customer response task.
• Face-to-face competency-based interview.