Complaints Handler Hybrid
Type: Permanent
Reference: 224284397
Job Description:
Contract: Permanent, Full time (37.5 hrs/week)
Salary: £24,500 per annum + discretionary annual bonus
Location: Nottingham area - hybrid (new operations hub on Station Street)
Start Date: 1st December 2025
Working Hours: Monday-Friday (shifts between 08:00-18:00)
Training: 2-week full induction (Mon-Fri, 09:00-17:30). Equipment provided; candidates must have broadband access.
Interview: Shortlisted candidates must attend an in-person interview at the Nottingham office.
About the role We are recruiting skilled Complaints Handlers to join our Complaints team. You will be a key point of contact for customers with insurance- and service-related complaints, working to understand, address and resolve issues in line with treating customers fairly principles and FCA guidelines. This is a fast-paced, customer-focused role where you'll take ownership of cases and deliver fair, timely outcomes.
Key responsibilities
- Handle inbound and outbound calls relating to complaints.
- Investigate issues, make decisions and drive complaints to resolution.
- Communicate clearly and empathetically, building rapport with customers.
- Ensure all activity follows FCA guidance and internal complaints processes.
- Work collaboratively with colleagues and other teams to achieve positive outcomes.
About you
- Previous complaint-handling experience preferred (experience within an FCA-regulated business ideal).
- Comfortable taking both inbound and outbound calls and managing cases to resolution.
- Confident decision-maker under pressure, able to work autonomously and stay self-motivated.
- Strong customer-service focus with excellent communication and rapport-building skills.
- Proficient in Microsoft Word, Excel and PowerPoint.
- Enthusiastic team player who thrives in a busy environment.
Benefits
- Annual discretionary bonus.
- 33 days' annual leave (including bank holidays) with option to buy an additional 5 days.
- Employee discounts across hundreds of retailers.
- Discounted gym membership, online workout sessions, culinary classes and more.
- Regular incentives and rewards.
- Ongoing coaching and clear career development opportunities.