Complaint Handler

Travail Employment Group; Oakham; Hybrid; GBP 12.000 - 14.000; Teilzeit

Benefits dieser Stelle

Part-time role

Hybrid working day

Birthday off

Zusammenfassung

Travail Employment Group in Oakham is seeking a part-time Complaints Handler to join a friendly, award-winning team. You will manage, investigate and respond to customer complaints in line with FCA requirements and Consumer Duty, delivering clear outcomes.

The role involves liaising with internal teams, maintaining accurate records, and continuing professional development. It offers 22.5 hours per week with a Thursday in-office requirement and one hybrid day.

Qualifikationen

• Experience in customer service and complaints handling.
• Good written and verbal communication skills.
• Strong attention to detail and the ability to review information objectively.
• Good organisational skills and the ability to manage competing priorities.
• A professional, empathetic and customer-focused approach over email and phone.
• Ability to handle difficult conversations calmly and professionally.
• Basic IT skills and confidence using customer databases.

Aufgaben

• Receive, acknowledge and record customer complaints accurately.
• Investigate complaints fairly, gathering relevant information from internal teams and external partners where required.
• Prepare clear, professional and empathetic complaint responses, including final response letters, and maintain accurate complaints caseload.
• Identify when complaints need to be escalated to the Complaints Manager or another appropriate person.
• Maintain accurate records of investigations, decisions, customer communications and any redress offered.
• Work collaboratively with colleagues across customer service, claims, underwriting and compliance.
• Respond professionally to challenging or dissatisfied customers.
• Maintain up-to-date knowledge of company products, policy terms, procedures and relevant regulatory requirements.
• Undertake relevant training and continue professional development.

Kenntnisse

Customer service

Complaints handling

Written communication

Organisational skills

Empathy

Time management

FCA knowledge

Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

We are currently looking for a Complaints Handler to join our clients award winning, family friendly team in Oakham, Rutland. Our client has won in their category 6 years running and has a rating 4.5* on Trustpilot, proving their customer service in this industry is second to none.

The purpose of this role is to manage and investigate customer complaints fairly, professionally and efficiently, ensuring customers receive clear communication and appropriate outcomes in line with company procedures, FCA requirements and Consumer Duty.

The role will involve handling complaints relating to policies, customer service, policy administration, claims and other aspects of the customer journey. You will work closely with internal teams and external partners to investigate concerns, identify the root cause of issues and help improve the customer experience.

• Receive, acknowledge and record customer complaints accurately.
• Investigate complaints fairly, gathering relevant information from internal teams and external partners where required.
• Prepare clear, professional and empathetic complaint responses, including final response letters, and maintain accurate complaints caseload.
• Identify when complaints need to be escalated to the Complaints Manager or another appropriate person.
• Maintain accurate records of investigations, decisions, customer communications and any redress offered.
• Work collaboratively with colleagues across customer service, claims, underwriting and compliance.
• Respond professionally to challenging or dissatisfied customers.
• Maintain up-to-date knowledge of company products, policy terms, procedures and relevant regulatory requirements.
• Undertake relevant training and continue professional development.

Essential skills/traits to demonstrate as Complaints Handler:

• Experience in customer service and complaints handling
• Good written and verbal communication skills.
• Strong attention to detail and the ability to review information objectively.
• Good organisational skills and the ability to manage competing priorities.
• A professional, empathetic and customer-focused approach over email phone.
• The ability to handle difficult conversations calmly and professionally.
• Basic IT skills and confidence using customer databases and Microsoft Office applications.
• Knowledge of FCA complaint-handling requirements and Consumer Duty.
• Experience investigating complaints and drafting formal written responses.

This role is a part time role working between 9am – 5pm 22.50 hrs per week but working Thursdays is essential, you will have the option of 1 hybrid working day also and any other day in the week to be in the office

This role offers ongoing training and coaching, with all expenses paid and training at their sister office in the first month so you must be prepared to travel

What’s on offer:

• Your birthday also off every year
• 1 day hybrid working opportunity per week
• Ongoing training and coaching
• Company Scottish Widdows Pension
• Part time working
• Opportunity to increase your earning potential through competency based pay progression framework.
• Bonus paid for personal reviews

The fees we pay for our assignments vary depending upon the complexity of the task and therefore you’ll achieve a wage equivalent to the National Minimum Wage. Each of the visit fees are detailed on our Job Board. You will be working on a self-employed basis, so you will be responsible for paying your own National Insurance contributions and Tax.