Complaints Handler

Domestic & General; Nottingham; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual discretionary bonus

33 days' annual leave including bank

Employee discounts

Discounted gym membership

Career development opportunities

Job summary

Domestic & General is seeking a Complaints Handler in the Nottingham area for a permanent, hybrid role. You will be the main contact for customers with insurance or service-related complaints, resolving issues in line with FCA guidelines and the Treating Customers Fairly principle.

The role offers 37.5 hours per week, a salary of £25,506 per annum plus a monthly bonus, and an on-site interview day requirement. Training and development are provided in a collaborative team environment.

Qualifications

• Experience in customer service or complaints handling.
• Experience in FCA-regulated environment is advantageous.
• Confident decision-making under pressure and ability to work autonomously.

Responsibilities

• Handle complaints from customers with insurance and/or service-related issues.
• Aim for fair and timely resolution in line with FCA guidelines and Treating Customers Fairly principles.
• Engage via inbound and outbound calls to understand and resolve complaints.

Skills

Customer service

Complaint handling

Outbound calls

Inbound calls

Communication skills

Decision-making under pressure

Autonomy

Team collaboration

Tools

Microsoft Office

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 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.

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.