Complaints Resolution Specialist

BELONG – There’s no place like Principality

At Principality, belonging isn’t just a value — it’s how we work every day. As a colleague, you’re already part of a supportive and inclusive community where your wellbeing, individuality, and life outside of work are genuinely respected. This internal opportunity is a chance to continue your journey with us, build on your experience, and grow your career within Principality.

We know that great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we focus on balance, invest in wellbeing, and encourage continuous learning and development across the organisation.

Why consider this opportunity?

This role offers an opportunity to further develop your skills and make a meaningful contribution within Principality, while continuing to benefit from the culture and ways of working you already know:

• Flexible hybrid working – Our established hybrid approach supports flexibility while maintaining collaboration. This role includes a minimum of 8 days per month based in our Cardiff office.
• An inclusive and supportive culture – We’re proud to be recognised as one of the Inclusive Top 50 UK Employers (ranked 27th in 2025), reflecting our ongoing commitment to inclusion and belonging for all colleagues.
• Purpose-led work – Our continued recognition for customer satisfaction, including Double Gold Awards at the Fairer Finance Awards 2025 for Savings and Mortgages, reflects the impact colleagues make every day.
• Strong colleague engagement – Engagement scores consistently above 85% demonstrate the positive environment we strive to maintain together.
• Wellbeing support – Our Belong benefits package continues to support your physical, mental, and financial wellbeing throughout your career with us.

These achievements are built by our people and reflect our shared commitment to supporting one another and delivering for our members. When it comes to belonging, there truly is no place like Principality — and this role is an opportunity to continue growing as part of it.

An exciting opportunity within the Complaints team, we’re looking for a Complaints Resolution Specialist to play a key role in delivering fair, timely and empathetic outcomes for our customers.

In this role, you’ll take ownership of customer complaints from start to finish, ensuring each one is handled thoughtfully, in line with regulatory requirements and with a strong focus on achieving the right outcome. You’ll work closely with colleagues across the business, offering guidance, sharing insights and helping to continuously improve how we support our customers.

? What you’ll be doing:

• Investigate, manage and resolve customer complaints in line with internal processes, DISP rules, and Consumer Duty expectations
• Act as a complaints subject matter expert, supporting Early Resolution and complaint handling across the society
• Work collaboratively with teams such as Compliance, Risk, Legal, and third parties to reach fair and comprehensive outcomes
• Manage your own caseload effectively, keeping customers informed throughout the process
• Investigate and respond to Financial Ombudsman Service (FOS) referrals contributing to discussions on complex cases and working with colleagues to achieve fair outcomes
• Carry out root cause analysis to identify trends and recommend improvements
• Provide constructive feedback to colleagues to support learning and better customer outcomes
• Suggest improvements to processes, systems, and documentation to help reduce complaints
• Deliver a high standard of customer service across all communication channels
• Maintain an up-to-date understanding of regulatory requirements, products and operational processes to support high-quality complaint handling

✅ What we’re looking for:

We recognise that no one meets every requirement, so it this role sounds like a good match, we’d love to hear from you.

Essential:

• Experience in customer service or financial services
• Strong communication skills (written and verbal)
• Ability to investigate issues, analyse information, and make balanced decisions
• Good organisational skills and attention to detail

Desirable:

• Experience handling customer complaints
• Familiarity with FOS processes
• Strong understanding of DISP and Consumer Duty
• Knowledge of mortgage and savings products and associated operational processes

? What you’ll bring:

• A proactive, solutions-focused approach
• Empathy and a commitment to fair customer outcomes
• Confidence working with a range of stakeholders
• Strong problem-solving and decision-making skills
• Flexibility and willingness to adapt in a changing environment
• An interest in improving processes and sharing knowledge

? Ready to Apply?

If you’re passionate about delivering great customer outcomes and want to make a meaningful impact, we’d love to hear from you.

We reserve the right to close this vacancy early should we receive a high volume of applications.

If you have any questions in relation to this role, please contact the recruitment team – recruitment@principality.co.uk