Complaints Handler

Domestic & General Group; Nottingham; On-site; GBP 22,955 - 28,056; Full time

Benefits offered by this job

Annual discretionary bonus

33 days annual leave

Employee discounts

Gym membership

Incentives and career development

Job summary

Domestic & General Group in the Nottingham area is hiring a Complaints Handler on a permanent, full-time basis. You will be the first point of contact for insurance and service-related complaints, aiming for fair and timely resolutions while upholding Treating Customers Fairly (TCF) and FCA guidelines.

The role is a hybrid setup with 37.5 hours per week, training on site, and an opportunity to earn a monthly discretionary bonus, plus 33 days holiday and various staff perks.

Qualifications

• Experience in customer service or complaints handling, preferably in a regulated environment.
• Ability to manage outbound and inbound calls and own issues through to resolution.
• Strong communication skills and adherence to FCA guidelines and Treating Customers Fairly.

Responsibilities

• Handle insurance/service-related complaints and provide timely, fair resolutions.
• Liaise with customers via phone and email, taking ownership until resolution.
• Maintain accurate records and support auditing and quality assurance processes.

Skills

Customer service

Complaint handling

Outbound/Inbound calls

FCA knowledge

Microsoft Office

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

## Complaints HandlerApplyremote type: Hybridlocations: Nottingham, UKtime type: Full timeposted on: Posted Todayjob requisition id: JR101760**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 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.**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.*Our Complaint Handlers will preferably have:** 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!*To be eligible for this role, applicants must be able to work on a hybrid basis from our Nottingham office. As this is a Hybrid role, we’ll provide all the equipment you need to work from home, but you **must** have broadband access.***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.*