Complaints Handler

PLC D&G Group Limited; Nottingham; On-site; GBP 22,955 - 28,056; Full time

Benefits offered by this job

Annual discretionary bonus

33 days’ annual leave

Employee discounts

Discounted gym membership

Incentives and career development

Job summary

Domestic & General is hiring a Complaints Handler in the Nottingham area for a permanent, full-time role. You will manage insurance and service-related complaints, ensuring fair and timely resolutions in line with FCA guidelines and Treating Customers Fairly principles.

You will handle both outbound and inbound calls, own issues to resolution, and collaborate with a supportive team. The role includes hybrid working and a start date soon after interview, with on-site attendance during training.

Qualifications

• Experience in a regulated complaints environment is ideal.
• Experience handling both outbound and inbound calls.
• Passion for delivering the best customer outcomes.
• Ability to make decisions under pressure and work autonomously.
• Strong communication skills and a customer-first attitude.

Responsibilities

• Handle insurance/service-related complaints and work towards timely resolutions.
• Ensure fair treatment of customers in line with FCA guidelines.
• Own customer issues from intake to resolution and maintain documentation.
• Communicate clearly with customers and internal teams to improve outcomes.

Skills

FCA regulated environment

Outbound calls

Inbound calls

Customer service excellence

Autonomy

Communication skills

MS Office (Word, Excel, PowerPoint)

Tools

Word

Excel

PowerPoint

Job description

Position: Complaints Handler Role type: Permanent Salary: £25,506 per annum plus monthly bonus Hours: Full time (37.5 hours per week) Location: Nottingham area, Hybrid role. Start date: Monday, 28th of September 2026 Interview: You must be able to attend an on-site Interview day on Wednesday 19th of August.

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! If you are passionate about providing excellent customer service and the best resolution for our customers, then we want to hear from you!

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 each 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.

Shift patterns between the following hours: Monday to Friday - 08:00 - 18:00

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.

• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience taking both outbound and inbound calls.
• 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.
• Excellent communication skills.
• Strong Microsoft Office experience with Word, Excel and PowerPoint.
• Great team spirit and ethos!

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. Office attendance is mandatory during training. Training will be Monday - Friday, 9am - 5.30pm.

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.

Due to logistical demands, we can only accept applications from mainland UK.

Domestic & General is an equal opportunities employer, which means we treat people fairly.

We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You’ll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We’re transforming a 100-year-old business into a tech‑driven platform with a global reach. But to do that, we’ll need a range of skills from all walks of life. Think you can help?