Complaints Handler

Leatherhead, Surrey (Hybrid model)

Why join us?

We're in an exciting period of growth and to continue prviding our customers with the best service, we're adding to our complaints team. This team are integral to our success, understanding where service has fallen below the expectations of customers and partners and ensuring that we correct it.

Competitive salary in the region of £27,000 per annum [depending on experience]
A workplace pension scheme
Hybrid working, with very occasional collaborative days in our Leatherhead headquarters
25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
Coaching and mentoring, continual support, and opportunities for internal progression
Support and investment in your personal development
24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We're an award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners.

We're a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.5 and a Silver Sustainability medal.

The Role

This is an exciting time of growth for us, and we need a Complaints Handler to help us continue this success and support our customers. This is a great opportunity to develop a varied and rewarding career with a company that invests in and rewards its people.

Reporting to the Complaints Manager, you'll manage the resolution of customer complaints, investigating, resolving and reporting; gathering documentation and recording information correctly. You’ll make recommendations for process improvements to ensure better outcomes. You'll manage your own caseload from initial contact through to resolution.

You will also:

- Investigate and resolve complaints using defined policies and procedures and with PCL and FOS guidelines, within agreed timescales

- Action daily and monthly reports

- Record information relating to the complaint accurately

- Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.

- Provide a service that delights the customer, ensuring that they are satisfied with the outcome.

Who we’re looking for

If you’re someone who thrives in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience. You'll have a customer centric approach and the ability to develop rapport with customers and colleagues across the busines.

To be considered as our Complaints Handler you will need:

- Previous experience within a complaints handling role within a regulated environment

- Experience writing bespoke letters and emails, clearly articulating key points of your investigation.

- You should be able to listen and understand issues

- You’ll be analytical, demonstrating how you can identify trends and improvements

- You’re solutions focussed

A financial services background would be beneficial to your application, in particular in the area of FCA complaint handling.

We're committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to

If you're made an offer of employment you'll be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to: https://Recruitment-privacy-notice

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

So, if role appeals to you and you’re looking to join an industry-leading organisation, please apply. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? And if you’re in a job share just apply as a pair. We look forward to hearing from you.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.