Complaints Handler - Hybrid

TN United Kingdom; Nottingham; Hybrid; GBP 23,000 - 27,000; Full time

Job summary

Join a forward-thinking company as a Complaints Handler in Nottingham, where you will play a crucial role in resolving customer issues. This position offers a competitive salary, a hybrid working environment, and numerous benefits including generous annual leave and health support. You will be part of a vibrant team, dedicated to providing excellent customer service and ensuring fair resolutions. With a focus on career development and a supportive onboarding experience, this role is perfect for those who thrive in a fast-paced setting and are passionate about helping customers. Don't miss this opportunity to make a difference!

Benefits

33 days' annual leave

Discounted gym memberships

Employee discounts

Sales bonuses

Pension scheme

Life assurance

Employee assistance programme

Travel loans

Car leasing

Cycle to Work schemes

Qualifications

• 1 year of experience in Complaints/Resolution/Retention.
• Background in customer service within FCA regulated environments.

Responsibilities

• Resolve customer issues while adhering to FCA guidelines.
• Handle both outbound and inbound calls supporting customer issues.

Skills

Customer Service

Complaint Resolution

Sales Skills

Communication Skills

Empathy

Job description

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Minimum Requirements: 1 year targeted Complaints/Resolution/Retention experience within the last 3 years.

Location: Nottingham city centre.

Competitive salary and bonus: £23,000 plus discretionary annual bonus.

Hours: 37.5 hours per week, shift patterns between Monday to Friday 8am to 6pm.

Start date: 23rd September 2024.

Domestic & General are a proud partner to leading manufacturer and retail brands worldwide, taking the worry out of appliance breakdowns for almost 9 million customers in the UK.

Right now, we're recruiting Complaints Handlers in a role that offers great work-life balance and an engaging onboarding experience. You get the benefits of working from home plus an opportunity to enjoy a state-of-the-art working environment where you can collaborate with colleagues and receive hands-on training and support.

The role you'll do:

As a Customer Sales Advisor in our Complaints team, you'll be a key point of contact for customers with insurance and/or service-related complaints. We strive to provide fair and timely resolution for customers, ensuring their concerns are appropriately handled every time. Day-to-day, you'll:

• Understand, address, and resolve customer issues while adhering to treating customers fairly principles and FCA guidelines.
• Work in a fast-paced, vibrant, and rewarding environment alongside a dedicated team.
• Experience handling both outbound and inbound calls supporting customer issues to resolution.

How you'll be rewarded:

• 33 days' annual leave (including bank holidays) - Option to buy 5 extra days annually.
• Investment in your career: Development through ongoing coaching and clear progression opportunities.
• Employee discounts: Access to discounted Sky TV, mobile packages, and discounts at various retailers.
• Sales bonuses: Opportunities to earn extra income monthly.
• Health and Wellbeing: Discounted gym memberships, support for healthcare costs including dental, optical, and physiotherapy.
• Pension scheme: Matched employer contributions up to 5% of basic salary.
• Life assurance: Employer-funded cover of 4x basic salary.
• A free annual D&G protection plan: Discounted rates for family and friends.
• Incentives: Regular prizes and incentives.
• Employee assistance programme: Support and advice on health, relationships, and finances.
• And many more benefits: Including travel loans, car leasing, and Cycle to Work schemes.

What else to expect:

• A 2-week training program (Mon - Fri: 09:00 - 17:30) to learn systems, meet colleagues, and develop skills.
• 37.5 hours weekly, shift patterns between Monday to Friday 8am to 6pm.
• Working from the office on a Hybrid basis.
• All necessary equipment provided; broadband access required.

The experience and skills you need:

• 1 year targeted Complaints/Resolution/Retention experience within the last 3 years.
• Customer service background within an FCA regulated environment.
• Driven with strong customer service and sales skills, and target-oriented.
• Excellent communication skills, rapport-building, listening, and empathy.
• Team player committed to excellent customer experience.
• Resilient and able to juggle multiple tasks effectively.