Hybrid Complaint Handler

Brook Street; Nottingham; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid working Nottingham

Starting salary £25,506

Average bonus £3,000

Comprehensive training

Career development opportunities

Job summary

Brook Street Nottingham is recruiting for a Customer Complaints Handler to join a well-established, customer-focused organisation on a hybrid basis from the Nottingham office. You will manage complaints from initial contact through to resolution, ensuring fair outcomes and compliance with FCA regulations.

We are looking for candidates with experience in complaints handling, customer retention or escalated service, who can communicate clearly, investigate thoroughly and maintain excellent

Qualifications

• Experience handling complaints and resolving issues.
• Experience managing cases from enquiry to resolution.
• Strong track record of working towards performance targets.
• Excellent communication and investigative skills.
• Ability to remain calm and customer-focused in challenging situations.

Responsibilities

• Managing insurance and service-related customer complaints.
• Investigating issues thoroughly to establish fair and appropriate resolutions.
• Taking ownership of complaints from first point of contact through to conclusion.
• Ensuring all cases are handled in line with FCA regulations and internal policies.
• Maintaining excellent customer service standards while achieving performance targets.
• Building positive relationships with customers during often challenging situations.

Skills

Complaints handling

Customer retention

Escalated customer service

Communication skills

Investigative skills

Job description

Customer Complaints Handler

Location: Nottingham (Hybrid Working)
Salary: £25,506 + Average Bonus of £3,000 per year
Start Date: Monday 30th November
Working Hours: Monday to Friday, shifts between 8:00am - 6:00pm

About the Role

We're currently recruiting for experienced Customer Complaints Handlers to join a well-established, customer-focused organisation in Nottingham. This is an excellent opportunity for candidates with a background in complaints resolution, customer retention, or escalated customer service who are passionate about delivering fair outcomes and exceptional customer experiences.

As a Customer Complaints Handler, you will manage customer complaints from initial contact through to resolution, ensuring that each case is investigated thoroughly and handled in line with FCA regulations and company procedures.

What You'll Be Doing

• Managing insurance and service-related customer complaints.
• Investigating issues thoroughly to establish fair and appropriate resolutions.
• Taking ownership of complaints from first point of contact through to conclusion.
• Ensuring all cases are handled in line with FCA regulations and internal policies.
• Maintaining excellent customer service standards while achieving performance targets.
• Building positive relationships with customers during often challenging situations.

What We're Looking For

We're keen to hear from candidates who have:

• Previous experience in complaints handling, customer retention, or an escalated customer service environment.
• Experience managing cases from initial enquiry through to successful resolution.
• A proven track record of working towards and achieving performance targets.
• Excellent communication and investigative skills.
• Strong problem-solving abilities and attention to detail.
• The ability to remain calm, professional, and customer-focused when dealing with complex or sensitive situations.

What's on Offer?

• Starting salary of £25,506
• Average annual bonus of £3,000
• Hybrid working based from the Nottingham office
• Monday to Friday working pattern - no weekends
• Comprehensive training and ongoing support
• Excellent career development opportunities

If you're a confident communicator who enjoys resolving customer issues and making a positive difference, we'd love to hear from you.