Part Time Complaints Handler

Propel Consult; Oakham; On-site; GBP 17,000 - 22,000; Part time

Job summary

Propel Consult is recruiting a part-time Complaints Handler in Oakham to join a customer-focused team. The role involves resolving customer concerns, delivering fair outcomes and enhancing the customer experience.

Working 18-20 hours per week, primarily on Tue and Thu, with a potential additional day. The position is 100% office-based with free on-site parking, and training in Winchester may be required with expenses covered.

Qualifications

• Extensive experience in an office-based customer service or complaints handling role.
• Strong written and verbal communication; ability to explain decisions clearly and professionally.
• Experience using customer databases or CRM systems and MS Office.
• FCA-regulated environment knowledge would be advantageous.

Responsibilities

• Manage an allocated caseload of customer complaints and resolve them promptly.
• Gather information from internal teams and external partners to establish facts for each case.
• Prepare clear, professional, empathetic final responses and letters.
• Ensure complaints are handled in line with FCA requirements and internal procedures.
• Identify trends and root causes; escalate concerns and suggest improvements.
• Collaborate with customer service, claims, underwriting and compliance teams.

Skills

Customer service

Complaint handling

Written communication

Verbal communication

Attention to detail

Organisational skills

Empathy

FCA knowledge

Tools

Microsoft Office

Job description

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.

• 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

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