Complaints Handler

Peoples Partnership; Crawley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A not-for-profit organization based in Crawley is seeking a Complaints Handler to manage customer complaints with empathy and professionalism. The successful candidate will investigate issues, provide resolutions, and work closely with teams to ensure customer satisfaction. Ideal candidates have relevant certifications and experience in complaint handling within the pensions industry. This position offers generous pension contributions and various employee benefits.

Benefits

Generous pension contributions

Income protection and critical illness cover

Employee healthcare

Learning and development opportunities

Subsidised restaurant

Onsite gym

Volunteering days

Qualifications

• Proven experience in handling complaints effectively.
• Experience in the pensions industry is a plus.
• Strong communication skills, both verbal and written.

Responsibilities

• Investigate complaints and provide fair resolutions.
• Communicate clearly with customers via phone and email.
• Collaborate with internal teams to resolve issues.

Skills

Judgment in customer complaints

Conflict resolution

Customer care standards

Adaptability in ambiguous situations

Education

Certificate in Financial Administration CF1

Certificate in Financial Administration FA2

Certificate in Regulated Complaints Handling (CeRCH)

Job description

Overview

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

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.

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.

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
• 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»