Complaints Handler

People's Partnership; Crawley; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Generous pension

Real living wage

Income protection

Healthcare

Parental leave

Study support

Travel loans

Deli Café Crawley

Volunteering days

Gym on site

Ride-to-Work

Social clubs

Job summary

People's Partnership is seeking a dedicated Complaints Handler in a hybrid role based in Crawley. You will own a portfolio of customer complaints, investigating root causes and delivering fair resolutions in line with industry standards.

You will communicate outcomes to customers by phone and email, while collaborating with internal teams to ensure a joined-up approach. The role emphasizes empathy balanced with objectivity, maintaining quality standards and upholding the company's values, risk

Qualifications

• Ability to make sound, fair and compliant judgments in line with FCA/TCF principles.
• Experience dealing with challenging customer interactions and resolving conflicts.

Responsibilities

• Take ownership of a portfolio of customer complaints, investigating root causes and delivering fair resolutions.
• Provide clear outcomes to customers via phone and email while maintaining audit trails.

Skills

Customer service

Complaint handling

Investigation

Communication

Empathy

Education

CF1

FA2

CeRCH

Job description

Complaints Handler

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, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're 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'll take ownership of a portfolio of customer complaints, ensuring each one is handled with care, professionalism, and in line with both company and industry standards. Your role will involve investigating the root cause of each issue, working towards a fair and reasonable resolution, and clearly communicating outcomes to customers via phone and email. You’ll be the key point of contact for complainants, but also collaborate closely with internal teams to gather insights and ensure a joined-up approach to resolving concerns. Your ability to balance empathy with objectivity will be crucial in delivering a positive experience, even in challenging situations.

Key Responsibilities:

• Investigate and understand the customer’s complaint, recommending and providing appropriate resolutions, ensuring that all reactive or preventative work is carried out whilst maintaining a full and thorough audit trail.


• Produce relevant client and internal correspondence materials as required.


• Log complaints accurately and in timely manner.


• Calculate and recommend redress, distress and inconvenience payments.


• Handle complex and challenging calls.


• Provide feedback to team leaders and managers, as appropriate, where employee development needs are identified via complaint information.


• Support all business areas with complaint queries and guidance.


• Identify and recognise vulnerable customers – and respond appropriately.


• Participate in internal team coaching, training and knowledge-sharing.


• Take responsibility for own learning and development keeping up to date with pension, product, policy, process, procedural, regulatory, compliance and legislative developments together with a wider industry awareness and an understanding of all activities undertaken by the Customer Services department.


• Support the FCA Treating Customers Fairly guidelines and maintain quality framework standards to minimise risk to People's Partnership and customers.


• Uphold People's Partnership values.


• Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.


• Apply and promote Treating Customers Fairly (TCF) culture and principles, together with the organisation's behaviours and values.


• Adhere to Company Diversity & Inclusion policy.

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 work effectively and quickly despite ambiguity.


• Question existing working practices and help evolve better ways of working that produce better outcomes for customers.


• Have an ability to build and establish a prompt rapport with the complainant.


• 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.


• Be effective in creating strong connections and networks throughout the business.


• Be clear in your communications, both written and verbally.


• Have great attention to detail.

Desirable Qualifications:

• Certificate in Financial Administration CF1


• Certificate in Financial Administration FA2


• Certificate in Regulated Complaints Handling (CeRCH)


• Have previous experience in dealing with complaints.


• Have previously worked in the pensions industry.


• Possess a strong knowledge of our products both current and historic.

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%


• Real living wage


• Income protection, critical illness cover & death in service insurance


• Employee healthcare


• Parental and adoption leave


• Learning & development opportunities and study support


• Travel season ticket loans


• Grab & Go Deli Café in Crawley


• 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\".