Complaints Handler

Brook Street; Nottingham; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading customer service firm is seeking a Complaints Handler in Nottingham to resolve customer complaints effectively while delivering exceptional service. Successful candidates will have a background in complaint resolution, both inbound and outbound call handling experience, and a passion for customer satisfaction. The role offers a competitive salary and bonuses, with a hybrid working model and great benefits.

Benefits

Annual discretionary bonus

33 days' annual leave

Employee discounts

Discounted gym membership

Qualifications

• Experience in a complaint handling role.
• Experience within a regulated complaints environment.
• Experience with both inbound and outbound customer calls.

Responsibilities

• Handle customer complaints regarding insurance and service issues.
• Ensure compliance with FCA guidelines.
• Provide exceptional customer service and timely resolutions.

Skills

Customer service expertise

Complaint resolution

Ability to work autonomously

Excellent communication skills

Strong Microsoft Office skills

Job description

Complaints Handler
Salary: £24,500 per annum plus discretionary annual bonus up to £3,000
Hours: Full time (37.5 hours per week)
Location: Nottingham, hybrid contract
Start date: 6th October 2025

Shortlisted candidates will be required to attend an in-person interview on Friday 12th September. Please ensure you are available on this date before submitting your application.

Shift patterns between Monday to Friday - 08:00 - 18:00

Training: Full induction training will be provided over 2 weeks, where you'll learn our systems, meet your new colleagues and learn what exceptional customer service means here at Domestic & General.

Training will be Monday - Friday, 9am - 5.30pm.

We'll provide all the equipment you need, but you must have broadband access.

We are delighted to announce that Domestic and General are established in a new flagship operations hub on Station Street in Nottingham city centre.

Domestic & General's purpose is to keep our customer's world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group's Strategy outlined in an ambitious five-year plan.

We are on the lookout for skilled professionals to join our Complaints department. If you have experience working in a customer handling role, preferably with experience of working in a complaint's environment and are looking for your next challenge, this could be your next role!

About the role
Working in our Complaints department you'll be a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.

Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.

You'll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.

About you
As a skilled customer service/complaints handler, ideally with experience in a regulated complaints environment, you'll always make sure that the customer's interest comes first whilst providing exceptional customer service. You'll have experience in both outbound and inbound calls, as well as supporting customers, taking ownership until a resolution.

You understand the customer's perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner delivering a great customer outcome.

The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.

Our Complaint Handlers will preferably have:

• Prior experience in a complaint handling role.
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience taking both outbound and inbound calls.
• Experience of supporting customer issues to an outcome.
• Passionate about providing the best resolution for the customer.
• Confidence in decision-making, under pressure.
• Ability to work autonomously and are self-motivated.
• A passion to deliver a first-class customer service.
• Enthusiasm for working in a fast-paced environment.
• Excellent communication and rapport building skills.
• Strong Microsoft Office experience with Word, Excel and PowerPoint.

How you'll be rewarded

• Annual discretionary bonus.
• 33 days' annual leave (including bank holidays), with the option to buy 5 additional days each year.
• Save money at hundreds of retailers with our employee discounts.
• Discounted gym membership, online workout sessions, culinary classes and other fun activities.
• Regular incentives, with amazing prizes up for grabs.
• Investment in your career development through ongoing coaching and clearly defined opportunities to work towards.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.