Complaints Handler

About the role

The Complaints Handler is responsible for managing customer complaints from initial contact through to resolution, ensuring decisions are fair, well‑reasoned and compliant with regulatory standards. You will work closely with customers and internal teams to improve processes and boost overall satisfaction.

Key responsibilities

• Manage and resolve customer complaints efficiently while maintaining a positive experience.
• Make consistent, sound decisions, even under pressure.
• Build strong relationships with customers and internal stakeholders.
• Support senior handlers on complex cases and Financial Ombudsman Service (FOS) activities.
• Contribute to root‑cause analysis and continuous‑improvement initiatives.
• Provide feedback to enhance front‑line service processes.
• Participate 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.