Customer Complaints Associate

Make a Difference in Every Customer's Journey

At Castelan, we believe that exceptional customer care isn't just about solving problems-it's about building trust, restoring confidence, and creating positive outcomes when people need us most.

We're looking for a Customer Complaints Associate to join our Customer Care team. This is an exciting opportunity for someone who enjoys problem-solving, communicating with people, and making a real impact on customer experiences. Whether you're an experienced complaints specialist, come from a customer service background, or are looking to develop your career in a highly regulated environment, we'd love to hear from you.

We welcome applications from people of all ages, backgrounds, and experiences. We believe diverse perspectives make us stronger and help us better serve our customers.

What You'll Be Doing

As a Customer Complaints Associate, you'll play a vital role in ensuring customer complaints are handled fairly, professionally, and in line with FCA regulations and Consumer Duty requirements.

Working closely with colleagues across the business, insurers, clients, and the Financial Ombudsman Service, you'll:

• Investigate and respond to customer complaints with empathy, professionalism, and attention to detail.
• Manage complaints within regulatory timescales and company procedures.
• Provide support and guidance to colleagues on complaints handling and complaint resolution.
• Build positive relationships with customers, clients, insurers, and external partners.
• Help identify trends, lessons learned, and opportunities to improve our customer experience.
• Assist with training, process improvement, and the development of best practices across the business.
• Contribute to projects that help shape the future of Castelan's customer service offering.

What We're Looking For

You'll thrive in this role if you:

• Enjoy helping people and finding solutions to complex situations.
• Are an excellent communicator, both verbally and in writing.
• Can balance empathy with sound judgement.
• Have strong attention to detail and organisational skills.
• Take ownership and accountability for delivering excellent outcomes.
• Are confident working with multiple systems and managing competing priorities.
• Enjoy collaborating with colleagues and building strong working relationships.

Experience We'd Value

• Previous experience in complaints handling, customer service, insurance, financial services, or retail customer care.
• Knowledge of FCA complaint handling requirements (or the willingness to learn).
• Experience investigating issues and resolving customer concerns.
• Strong Microsoft Office skills, particularly Word and Excel.
• A track record of identifying improvements and contributing positively to team performance.

Further details of the role are available in the Job Descriptions section via the More Information button, or at:https://jobdescriptions.castelangroup.com

What's In It for You?

Salary: Starting salary £26,500

Alongside salary and pension, you'll enjoy:

• 24/7 GP access for you and your household
• Discounts on cinema tickets, major retailers, and national brands
• Career development and progression opportunities
• Employee of the Month awards and celebratory events
• Onsite Mental Health First Aid support
• Staff socials, wellbeing initiatives, and charity fundraising
• Free onsite parking (locationdependent) and excellent transport links
• Employee Assistance Programme for counselling, financial, and legal support
• First Week's Lunches covered by the business via our local catering partner

The Person We Need

We're looking for someone who:

• Takes initiative and ownership.
• Leads by example through professionalism and integrity.
• Brings energy and enthusiasm to their work.
• Focuses on delivering fair outcomes for customers.
• Builds strong relationships internally and externally.
• Continuously looks for ways to improve processes and add value.

If you're passionate about customer care, enjoy solving problems, and want to be part of a team that puts customers at the heart of everything it does, we'd love to hear from you.

Join Castelan and help turn customer concerns into positive experiences, every single day.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer experiences, resolving complex issues, and helping customers achieve fair outcomes, we'd love to hear from you. Join a supportive team where your expertise, ideas, and commitment to doing the right thing will make a real impact every day.Whether you're an experienced complaints specialist, come from a customer service background, or are looking to develop your career in a regulated environment, this could be the perfect next step for you.

Apply now and become part of the Castelan team.

Please send your CV and cover letter to recruitment@castelangroup.com or submit an application through our careers page or jobs board partners. We are not able to provide sponcership or relaocation packages. Applicants must live close to the onsite location, as the expecation is to be working onsite at all times.

Closing Date:Friday 21 August 2026