Complaints Handler

The AA; Cheadle Hulme; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Workplace pension

Free AA breakdown membership

Discounts on AA products

Life assurance

Learning & development opportunities

Employee Assistance Programme

Remote GP service

Job summary

The AA is seeking a Customer Solutions Complaint Handler in Cheadle for a hybrid role. You will manage a caseload of customer complaints, recording actions and outcomes to FCA regulatory timescales, and collaborating with internal stakeholders to identify improvements in the customer journey.

Key responsibilities include investigating complaints, providing fair resolutions, and guiding operational teams. The role emphasizes data-informed service improvements and ongoing training opportunities.

Qualifications

• Experience handling customer enquiries or resolving customer issues with fair, balanced outcomes.
• Excellent written and verbal communication across multiple channels.
• Strong customer focus with ability to handle sensitive conversations professionally.
• Excellent analytical and problem-solving skills with attention to detail.

Responsibilities

• Investigate and resolve complaints from across the business, recording actions, findings and outcomes in line with regulatory requirements.
• Liaise with internal and external stakeholders to ensure complaints are fairly investigated and assessed on their merits.
• Manage your own caseload, ensuring progress within FCA regulatory timescales.
• Act as a subject matter expert for customer dissatisfaction, guiding operational teams and sharing best practice.
• Identify complaint trends and opportunities for continuous improvement to enhance the customer journey.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Organisational skills

Empathy

Regulatory awareness

Job description

Job Title: Customer Solutions Complaint Handler

Location: Cheadle (Hybrid)

Salary: Up to 26k

Contract: Full time, 36.25 hours, Permanent

Hours: 9am-4:45pm Monday-Friday

Our Customer Solutions Complaints Handlers play a vital role in the AA's commitment to delivering exceptional customer service through data, innovation, and continuous improvement.

As a Complaint Handler, you will be an integral part of the AA’s evolution utilising data and innovation to ensure we provide a first-class level of service to our customers. You will handle a caseload of customer complaints, providing resolutions and suggesting business improvements to improve the customer journey, while adhering to regulatory guidelines and timescales.

What will I be doing?

Within Your Day-to-day Role, You Will

• Investigate and resolve complaints from across the business, accurately recording complaints, actions taken, findings and outcomes in line with regulatory requirements.
• Liaise with internal and external stakeholders to ensure each complaint is thoroughly investigated and assessed fairly on its own merits.
• Manage your own caseload effectively, ensuring all complaints are progressed within FCA regulatory timescales.
• Act as a subject matter expert for customer dissatisfaction, providing guidance, support and advice to operational teams while sharing best practice.
• Work closely with the senior management team to identify complaint trends, root causes and opportunities for continuous improvement, helping to enhance the customer journey and overall customer satisfaction.

What do I need?

Essential

• Experience managing customer enquiries or resolving customer issues, with the ability to deliver fair and balanced outcomes.
• Excellent written and verbal communication skills, with confidence communicating across multiple channels.
• Strong customer focus, with the ability to handle sensitive or challenging conversations with empathy and professionalism.
• Excellent analytical and problem-solving skills, with strong attention to detail and the ability to make well-reasoned decisions.
• Strong organisational skills, with the ability to manage your own workload and prioritise effectively.
• A proactive approach, using your own initiative while working collaboratively as part of a team.
• A genuine passion for delivering excellent customer service and driving positive customer outcomes.

Desirable

• Previous experience in a complaints handling, claims handling or customer resolution role.
• Claims handling experience, ideally within roadside assistance, insurance or another regulated environment.
• Knowledge of FCA DISP requirements or experience working within a regulated environment.
• Experience identifying complaint trends, root causes and opportunities for process improvement.

Once you have settled into your new role you can work towards furthering your career within Customer Solutions. Whatever your career goals may be with regular 1 to 1 meetings with your team leader they can help to put in place the building blocks for your progression.

Additional Information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.