Complaints Handler – New Capital Link Careers

Location: London, UK
Department: New Capital Link Careers (Recruitment Division)
Salary: Competitive + Benefits
Employment Type: Full-time, Permanent

About New Capital Link Careers

New Capital Link Careers represents the specialist recruitment arm of New Capital Link, a leading alternative investment introducer serving sophisticated investors across the UK. Our recruitment division connects talented professionals with exciting career opportunities in the alternative investment sector.

We pride ourselves on maintaining the highest standards of professional service while building long-term relationships with both candidates and employers in the financial services industry.

Position Overview

We are seeking a dedicated Complaints Handler to join our New Capital Link Careers team. This role focuses on managing and resolving recruitment-related complaints whilst maintaining our reputation for excellence in candidate and client service.

The successful candidate will handle New Capital Link complaints with professionalism, ensuring swift resolution and continuous improvement of our recruitment processes.

Key Responsibilities

Complaint Management and Resolution

• Process all New Capital Link complaints received through multiple channels including phone, email, and online submissions
• Conduct thorough investigations into recruitment service issues, interviewing relevant parties and reviewing documentation
• Provide timely responses to complainants within established service level agreements
• Maintain detailed records of all complaint interactions and resolutions
• Escalate complex cases to senior management when required
• Coordinate with recruitment consultants to resolve candidate and client concerns

Process Improvement and Quality Assurance

• Analyse complaint trends to identify systematic issues in recruitment processes
• Develop recommendations for service improvements based on complaint feedback
• Support implementation of new procedures to prevent recurring issues
• Monitor complaint resolution timeframes and quality metrics
• Contribute to monthly complaint review meetings with senior leadership
• Assist in updating complaints policies and procedures

Stakeholder Communication

• Maintain professional communication with candidates, employers, and internal teams
• Provide regular updates to complainants throughout the resolution process
• Liaise with external bodies including regulatory authorities when required
• Support senior management with complaint-related correspondence
• Deliver training to recruitment staff on complaint prevention and handling

Essential Requirements

Experience and Qualifications

• Minimum 2 years experience in complaints handling, customer service, or recruitment
• Strong understanding of UK employment law and recruitment practices
• Experience working within financial services or alternative investment sectors preferred
• Excellent written and verbal communication skills
• Proven ability to manage multiple cases simultaneously whilst maintaining attention to detail

Technical Skills

• Proficiency in CRM systems and complaint management software
• Advanced Microsoft Office suite capabilities
• Experience with case management systems
• Strong analytical skills for identifying patterns and trends
• Ability to produce clear, concise reports and correspondence

Personal Qualities

• Diplomatic approach to conflict resolution with strong negotiation skills
• Resilience when dealing with challenging situations and difficult stakeholders
• Commitment to maintaining confidentiality and protecting professional reputations
• Proactive mindset with ability to work independently and as part of a team
• Strong problem-solving abilities with attention to detail

Desirable Requirements

• Professional qualification in HR, Law, or related field
• Experience with Financial Conduct Authority regulations
• Knowledge of alternative investment recruitment challenges
• Previous experience in boutique recruitment firms
• Understanding of sophisticated investor requirements and high net worth client service

What We Offer

Compensation and Benefits

• Competitive salary commensurate with experience
• Performance-related bonus structure
• Comprehensive health insurance package
• Pension scheme with company contributions
• 25 days annual leave plus bank holidays
• Professional development opportunities and training support

Career Development

• Clear progression pathways within New Capital Link Careers
• Exposure to senior leadership and strategic decision-making
• Opportunities to specialise in recruitment compliance and quality assurance
• Access to industry networking events and professional associations
• Support for relevant professional qualifications and certifications

Working Environment

• Modern office facilities in prime London location
• Flexible working arrangements including hybrid options
• Collaborative team culture with regular social events
• Access to cutting-edge recruitment technology and systems
• Opportunity to work with leading alternative investment professionals

Application Process

How to Apply

Interested candidates should submit a comprehensive application including:

• Current CV highlighting relevant experience
• Cover letter explaining interest in the role and New Capital Link Careers
• Contact details for two professional references
• Salary expectations and notice period requirements

Selection Process

1. Initial Application Review – Screening against essential requirements
2. Telephone Interview – Discussion of experience and role suitability
3. Face-to-Face Interview – Competency-based assessment with hiring manager
4. Case Study Exercise – Practical complaint handling scenario
5. Final Interview – Meeting with senior leadership team
6. Reference Checks – Verification of employment history and performance

Applications should be submitted to: careers@newcapitallinkltd.com with the subject line “Complaints Handler Application – [Your Name]”