Complaints Handler

Location: Hybrid (London-Based Office)Salary: £30,970 - £32,500 per annum + 6% employer pension contribution & standard benefitsProbation Period: 6 months

Are you a detail-oriented problem solver with strong communication skills? Do you have a passion for delivering outstanding customer service and resolving complaints with professionalism and empathy? If so, this Complaints Handler role could be the perfect opportunity for you!

As a Complaints Handler, you will be the first point of contact for complaints, ensuring they are handled efficiently, fairly, and in line with regulatory guidelines. Your role will involve investigating complaints, liaising with multiple stakeholders, and providing clear and timely updates to customers. You will also help identify trends and areas for process improvement, contributing to the continuous enhancement of our service standards.

• Receive and acknowledge complaints, ensuring timely and accurate logging in the complaint management system.

• Investigate complaints by gathering relevant information from multiple sources and assessing against policy terms and conditions.

• Communicate with complainants via telephone and written correspondence, providing regular updates and transparent expectations.

• Liaise with relevant stakeholders, including insurers, to achieve fair outcomes.

• Maintain accurate records of complaints, investigations, and resolutions.

• Manage multiple cases within required regulatory timeframes, keeping the Operations Manager informed of progress.

• Calculate redress and compensation in line with regulatory and FOS guidelines.

• Monitor and respond to customer feedback on Trustpilot, ensuring all reviews are handled professionally.

• Produce reports and insights on complaint trends to support continuous improvement.

• Share knowledge and best practices with colleagues to enhance the team's complaint-handling expertise.

• Experience in a complaints handling or customer service role, ideally within a regulated environment.

• Strong analytical and investigative skills with attention to detail.

• Excellent written and verbal communication skills.

• Ability to manage multiple cases effectively while meeting deadlines.

• A problem-solving mindset with the ability to identify process improvements.

• A proactive and customer-focused approach to complaint resolution.

We are a team that values trust, transparency, and professionalism while delivering exceptional customer service in a human, approachable way. You’ll be part of a supportive and collaborative environment where your contributions make a real impact.

If you’re ready to take on this exciting challenge, apply now and be part of a company that is committed to excellence in complaints management!