Complaints Handler

About the role

We are looking for a proactive Complaints Handler to manage customer complaints from initial contact through to resolution. The role ensures decisions are fair, well‑reasoned and comply with regulatory standards while contributing to continuous improvement of our service processes.

Key responsibilities

• Manage and resolve customer complaints efficiently, maintaining a positive experience.
• Make sound, consistent decisions, even under pressure.
• Build strong relationships with customers and internal stakeholders.
• Support senior complaints handlers on complex cases and Financial Ombudsman Service (FOS) activities.
• Participate in root‑cause analysis and continuous improvement initiatives.
• Provide feedback to enhance front‑line service processes.
• Take part in case reviews and team discussions.
• Ensure compliance with regulatory requirements, including fraud prevention and data protection.
• Proactively manage personal development and performance.

Required profile

• Experience in complaint handling, customer service or operations.
• Strong analytical and problem‑solving abilities.
• Good understanding of regulatory frameworks such as fraud and data protection.
• Ability to manage workload effectively and prioritize tasks.
• Confidence handling challenging situations with professionalism.
• Native‑level proficiency in Dutch.

Required skills

What we offer

• A collaborative and supportive work environment.
• Opportunities for professional growth and development.
• The chance to make a real impact on customer experience and business improvement.