Job Description

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

Skills Required