Complaints Handler

The People’s Pension; Crawley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading non-profit organization in Crawley is seeking a Complaints Handler to manage a portfolio of customer complaints. You will investigate complaints and provide fair outcomes, ensuring adherence to industry standards. Ideal candidates will possess excellent customer service skills, conflict resolution experience, and the ability to manage a diverse workload effectively. This role offers generous benefits, including a competitive pension scheme and opportunities for professional development.

Benefits

Generous pension contributions

25 days annual leave

Onsite gym

Employee healthcare

Learning & development opportunities

Qualifications

• Proven experience in handling customer complaints.
• Ability to maintain high standards of customer service.
• Experience dealing with challenging customers.

Responsibilities

• Manage a portfolio of customer complaints.
• Investigate the root cause of complaints.
• Communicate outcomes to customers.

Skills

Sound judgment

Conflict resolution

Customer care

Negotiation

Workload management

Job description

Overview

Description about People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fueled by our exceptional service and brought to life by the fantastic individuals who work for us. We are a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you’ll be doing

You will handle and manage a portfolio of complaints adhering to company and industry standards. Investigating each complaint to understand the root cause of the complaint, arriving at a fair and reasonable outcome which is communicated to the customer over the telephone and/or e-mail.

What we’re looking for

• Be able to make sound, fair and compliant judgments to ensure the desired outcome for both the Company and customer.
• Be confident and experienced in dealing with challenging customer interactions and be able to handle conflict constructively.
• Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with FCA and TCF principles.
• Be able to negotiate successfully with customers and resolve matters to their satisfaction.
• Be able to handle a varying and demanding workload that, often, requires bespoke solutions.

What you can expect from us

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• 25 days starting annual leave allowance (rising with service) plus your birthday off
• Onsite Parking (in Crawley offices)
• Income protection, critical illness cover & death in service insurance
• Work from abroad policy for all levels
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities, paid for professional qualifications and study support
• Travel season ticket loans
• Subsidised restaurant in our Crawley office
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.