Senior Complaint Handler: Fair Outcomes & Regulatory Expert

Davies; Preston; Híbrido; GBP 40.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Wellbeing centre

25 days holiday

Flexible working

Cycle to Work

Lease car scheme

Descripción de la vacante

Davies in Preston is seeking a Senior Complaint Handler to lead investigations into complex insurance complaints and ensure fair, evidence-based outcomes. You will balance regulatory requirements with customer care, escalating where needed and coaching peers to raise the quality of responses.

You will work within a collaborative Customer Relations team focused on continuous improvement, governance and learning from feedback to reduce future complaints.

Formación

• Significant experience handling complaints within regulated environments such as insurance/financial services.
• Strong understanding of FCA complaint handling requirements, notably DISP.
• Proven ability to investigate complex complaints and reach evidence-based decisions.
• Experience dealing with Financial Ombudsman Service referrals and investigations.
• Knowledge of redress principles, customer impact assessments and fair outcomes.
• Excellent written communication with the ability to produce high-quality complaint responses.
• Strong analytical and problem-solving abilities.

Responsabilidades

• Manage a portfolio of complex, sensitive and high-profile complaints across insurance products and services.
• Conduct detailed investigations using policy documents, claim files, call recordings and evidence.
• Identify complaint elements and assess evidence to establish fair outcomes.
• Draft clear, customer-friendly complaint responses and recommend appropriate redress.
• Ensure complaints are resolved within FCA and business timescales.
• Represent the business during FOS investigations and referrals.
• Provide coaching and guidance to junior complaint handlers on investigation techniques and decision making.

Conocimientos

Complaint handling

Regulatory knowledge

Written communication

Analytical thinking

Investigation

FCA DISP

Descripción del empleo

Davies in Preston is seeking a Senior Complaint Handler to lead investigations into complex insurance complaints and ensure fair, evidence-based outcomes. You will balance regulatory requirements with customer care, escalating where needed and coaching peers to raise the quality of responses.

You will work within a collaborative Customer Relations team focused on continuous improvement, governance and learning from feedback to reduce future complaints.