Complaint Handler

Davies Group; Preston; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Holiday entitlement

Training & development

Discounts platform

Hybrid working

Pension

Flexible benefits

Job summary

Davies is seeking a Complaint Handler in Preston to join our Claims Management team on a permanent, full-time basis. You’ll act as the central contact for internal and external customers, guiding them through the resolution of reportable complaints with empathy and professionalism.

This hybrid role offers development, training, and a broad benefits package. If you’re calm, organised, and focused on fairness, you’ll help Davies build trust and improve processes while delivering excellent customer

Qualifications

• Experience handling customer complaints with professionalism.
• Strong communication and problem-solving abilities.
• Ability to work in a hybrid Preston office.

Responsibilities

• Serve as central point of contact for customers on complaints.
• Guide cases through resolution with fairness and clarity.
• Collaborate with internal teams to improve processes.

Skills

Customer service

Communication

Problem solving

Empathy

Organisation

Job description

Complaint Handler

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Preston

Description

At Davies, people aren’t just part of the business — they are the business. Our value of succeeding together isn’t a slogan; it’s the way we operate every day. When you join us, you join a community that celebrates collaboration, supports your growth, and recognises the impact you make.

You’ll be welcomed, supported, and rewarded with a benefits package designed to help you thrive:

Reward platform — discounts at 800+ retailers

25 days holiday (rising with service) plus the option to buy 5 extra days

Development, training, and professional qualifications to help you grow your career

The Role: Be the Voice of Fairness, Clarity & Resolution

We’re looking for a calm, organised, customer‑focused individual to become a key part of our Complaints Resolution team. In this role, you’ll be the central point of contact for internal and external customers, guiding them through the resolution of reportable complaints with professionalism, empathy, and confidence.

This is a full‑time, permanent opportunity where your communication skills, judgement, and problem‑solving abilities will shine.

This is a hybrid opportunity to join a growing team in our Preston office

Knowledge and Abilities:

You’re not just resolving complaints — you’re shaping trust. You’re the person who turns a difficult moment into a positive experience. You help Davies grow stronger by identifying what we can do better. And you ensure every customer feels valued, respected, and treated fairly.

Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan