Part-Time Complaints Specialist | Hybrid, Training & Growth

Travail Employment Group; Oakham; Hybrid; GBP 12,000 - 14,000; Part time

Benefits offered by this job

Part-time role

Hybrid working day

Birthday off

Job summary

Travail Employment Group in Oakham is seeking a part-time Complaints Handler to join a friendly, award-winning team. You will manage, investigate and respond to customer complaints in line with FCA requirements and Consumer Duty, delivering clear outcomes.

The role involves liaising with internal teams, maintaining accurate records, and continuing professional development. It offers 22.5 hours per week with a Thursday in-office requirement and one hybrid day.

Qualifications

• Experience in customer service and complaints handling.
• Good written and verbal communication skills.
• Strong attention to detail and the ability to review information objectively.
• Good organisational skills and the ability to manage competing priorities.
• A professional, empathetic and customer-focused approach over email and phone.
• Ability to handle difficult conversations calmly and professionally.
• Basic IT skills and confidence using customer databases.

Responsibilities

• Receive, acknowledge and record customer complaints accurately.
• Investigate complaints fairly, gathering relevant information from internal teams and external partners where required.
• Prepare clear, professional and empathetic complaint responses, including final response letters, and maintain accurate complaints caseload.
• Identify when complaints need to be escalated to the Complaints Manager or another appropriate person.
• Maintain accurate records of investigations, decisions, customer communications and any redress offered.
• Work collaboratively with colleagues across customer service, claims, underwriting and compliance.
• Respond professionally to challenging or dissatisfied customers.
• Maintain up-to-date knowledge of company products, policy terms, procedures and relevant regulatory requirements.
• Undertake relevant training and continue professional development.

Skills

Customer service

Complaints handling

Written communication

Organisational skills

Empathy

Time management

FCA knowledge

Microsoft Office

Tools

Microsoft Office

Job description

Travail Employment Group in Oakham is seeking a part-time Complaints Handler to join a friendly, award-winning team. You will manage, investigate and respond to customer complaints in line with FCA requirements and Consumer Duty, delivering clear outcomes.

The role involves liaising with internal teams, maintaining accurate records, and continuing professional development. It offers 22.5 hours per week with a Thursday in-office requirement and one hybrid day.