Case Handler (Complaints Handling and Recoveries)

SUMMARY:
Hybrid

POSITION INFO:

Job Title: Case Handler (Complaints Handling and Recoveries)
Reporting to: Case Management and Recoveries Lead / Head of Credit
Location: Hybrid

Role Overview

This role focuses on managing a portfolio of customer cases, ensuring fair and timely resolution of complaints and effective recovery of outstanding loan balances. It is a varied and fast-paced position that requires excellent communication skills, strong attention to detail, sound judgement, and a customer-first approach. The successful candidate will also contribute to identifying root causes of complaints, recommending process improvements, and ensuring compliance with regulatory expectations, including the FCAs Consumer Duty.

Key Responsibilities

Recoveries & Case Management

• Proactively manage a portfolio of accounts in recovery, applying effective strategies to secure repayment

• Liaise with solicitors and borrowers to assess case progression, settlement outcomes, and repayment timelines

• Monitor breached or non-performing accounts, escalating high-risk cases where required

• Conduct regular case reviews and update internal records and CRM systems with accurate notes

• Process loan term extensions, borrower representation changes, and facility adjustments

• Support enforcement or litigation, including drafting documents, briefing counsel, and tracking legal spend

Complaints Handling

• Manage the full complaints process, ensuring timely responses in line with FCA regulations and internal SLAs

• Investigate and resolve complaints by engaging with clients, solicitors, and internal stakeholders

• Maintain thorough records of complaints, investigations, and outcomes

• Draft fair, clear, and accurate complaint outcome letters

• Identify complaint trends or root causes and escalate insights to improve processes and product design

• Support the preparation of FCA reports and internal management information relating to complaints

Compliance & Reporting

• Ensure all activities comply with FCA regulations, AML, GDPR, and internal compliance policies

• Maintain well-documented case files to support internal and external audits

• Contribute to operational reporting and provide regular case status updates to senior management

Skills & Competencies

• Experience in complaints handling, recoveries, or case management within financial services, legal, or consumer credit sectors (training will be provided if needed)

• Knowledge of Family Law, Probate, or consumer credit lending is advantageous

• Excellent verbal and written communication skills with the ability to explain complex issues empathetically

• Strong organisational skills with attention to detail

• Confident decision-making with the ability to assess and manage risk

• Resilient and composed when handling sensitive or emotionally charged interactions

• Adaptable to a fast-paced, evolving environment with a solutions-focused mindset

• Team player with a proactive approach to continuous improvement and learning

Why Join?

• Opportunity to be part of a mission-driven, award-winning team

• Inclusive and collaborative working environment

• Meaningful work supporting people through complex legal and financial journeys

• Comprehensive training and development with clear progression pathways