Part Time Complaints Handler

Vanilla Recruitment; Oakham; Sur place; GBP 27 000 - 29 000; Temps partiel

Avantages offerts par ce poste

Free parking

Onsite café

Oakham office

Résumé du poste

Vanilla Recruitment is representing a growing and customer-focused organisation in Oakham seeking a skilled part-time Complaints Handler. The role focuses on resolving customer concerns, delivering fair outcomes and enhancing the overall customer experience.

The position is 18-20 hours per week, Tue & Thu 9:00–15:30 (with potential for an extra day). It is 100% office-based in Oakham with free on-site parking and an onsite café.

Qualifications

• Extensive prior experience in an office-based customer service or complaints handling role.
• Strong written and verbal communication to explain decisions clearly and professionally.
• Proficient with customer databases and Microsoft Office applications.
• Willingness to attend initial training in Winchester for 3-5 days (travel and accommodation covered).
• Excellent attention to detail and ability to assess information objectively and fairly.
• Good organisational skills to manage competing priorities and meet deadlines.

Responsabilités

• Manage an allocated caseload of customer complaints and ensure timely resolution.
• Gather and review information from internal teams and external partners to establish facts.
• Prepare clear, professional, and empathetic final response letters.
• Ensure all complaints are handled in line with FCA requirements and internal procedures.
• Identify trends and root causes; escalate concerns and recommend improvements.
• Collaborate with customer service, claims, underwriting and compliance teams.

Connaissances

Customer service experience

Complaints handling

Written communication

Verbal communication

MS Office

Attention to detail

Organisational skills

Empathy

Outils

CRM systems

Microsoft Office

Description du poste

On behalf of a growing and customer-focused organisation in Oakham, we are currently recruiting for a skilled part-time Complaints Handler. This is an excellent opportunity for an experienced customer service or complaints professional to join a supportive team where they will play an important role in resolving customer concerns, delivering fair outcomes and helping to enhance the overall customer experience.

• £27,000 – £28,500 FTE
• Part-time position: 18-20 hours per week, including Tuesday & Thursday 9.00am – 3.30pm, an additional day can be considered
• 100% office-basedin Oakham, with free on-site parking
• Onsite café

Duties and responsibilities:

• Managing an allocated caseload of customer complaints, ensuring accurate recording and timely resolution
• Gathering and reviewing information from internal teams and external partners to establish the facts of each case
• Preparingclear, professional and empathetic complaint responses, including final response letters
• Ensuringall complaints are handled in line with FCA requirements, Consumer Duty principles and internal procedures
• Identifying trends, recurring issues and root causes, escalating concerns and recommending improvements
• Working collaboratively with customer service, claims, underwriting and compliance teams

Required skills and experience:

• Extensive previous experience in a similar office-based customer serviceor complaints handling role
• Strong written and verbal communication skills with the ability to explain decisions clearly and professionally
• Confidence using customer databases and Microsoft Office applications
• Able to attend initial training in Winchester for 3-5 days (all travel and accommodation expenses will be covered)
• Excellent attention to detail and the ability to assess information objectively and fairly
• Good organisational skills with the ability to manage competing priorities and meet deadlines
• A calm, empathetic and customer-focused approach when dealing with challenging situations
• Experience within insurance, financial services or another FCA-regulated environment, along with knowledge of FCA complaint handling requirements, would be advantageous