Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage and resolve customer complaints while keeping them informed throughout the process.
- Company: Join Premium Credit, a leading provider of insurance premium finance with a strong reputation.
- Benefits: Enjoy a competitive salary, hybrid working, 25 days annual leave, and personal development support.
- Why this job: Be part of a growing company that values your contributions and invests in your career.
- Qualifications: Previous experience in complaints handling and strong communication skills are essential.
- Other info: We promote diversity and welcome applications from all backgrounds; part-time options available.
Complaints Handler
Not sure what skills you will need for this opportunity Simply read the full description below to get a complete picture of candidate requirements.
Leatherhead, Surrey (Hybrid model)
Why join us?
Competitive salary in the region of £27,00 per annum [depending on experience]
A workplace pension scheme
Hybrid working, with very occasional collaborative days in our Leatherhead headquarters
25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
Coaching and mentoring, continual support, and opportunities for internal progression
Support and investment in your personal development
24/7 access to Employee Assistance Programme and Mental Health First Aiders
What we do
Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.
We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.0 and a Silver Sustainability medal.
The Role
This is an exciting time of growth for us, and we need a Complaints Handler to help us continue this success and support our customers. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people.
Reporting to the Complaints Manager, the Complaints Handler will manage the resolution of customer complaints, keeping them informed throughout the process. You’ll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly. You’ll have the opportunity to make recommendations for process improvements to ensure better outcomes for Premium Credit.
You will also:
– Investigate and resolve complaints using defined policies and procedures and with PCL and FOS guidelines.
– Action daily and monthly reports
– Progress complaints within agreed timescales, recording information relating to the complaint accurately
– Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.
– Provide a service that delights the customer, ensuring that they are satisfied with the outcome.
Who we’re looking for
If you’re someone who thrives in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience.
To be considered as our Complaints Handler you will need:
– Previous experience within a complaints handling role within a regulated environment
– The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar as well as clearly articulating key points of your investigation.
– You should be able to listen and understand issues, maintaining accurate details
– You’ll be analytical, demonstrating how you can identify trends and improvements
– You’re solutions focussed
A financial services background would be beneficial to your application, in particular in the area of FCA complaint handling.
We are committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to
If you are made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.
To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.
Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.
By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to
Complaints Handler employer: Premium Credit
Contact Detail:
Premium Credit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with the complaints handling process in a regulated environment. Understanding the specific policies and procedures that govern complaint resolution will give you an edge during interviews.
✨Tip Number 2
Brush up on your analytical skills. Being able to identify trends and suggest process improvements is crucial for this role, so consider preparing examples of how you've done this in past positions.
✨Tip Number 3
Practice your communication skills, especially in writing. Since you'll need to articulate key points clearly in letters and emails, try drafting responses to common complaint scenarios to showcase your command of language.
✨Tip Number 4
Research Premium Credit's values and customer service philosophy. Demonstrating your alignment with their commitment to customer satisfaction can set you apart from other candidates.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the role of a Complaints Handler. Familiarise yourself with the key responsibilities and required skills mentioned in the job description.
Tailor Your CV: Customise your CV to highlight relevant experience in complaints handling or customer service. Emphasise your ability to write clear and concise communications, as well as any analytical skills that demonstrate your capability to identify trends and suggest improvements.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses how your skills and experiences align with the requirements of the Complaints Handler position. Use examples from your past roles to illustrate your problem-solving abilities and customer-focused approach.
Proofread Your Application: Ensure that your application is free from spelling and grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for a role that involves written communication.
How to prepare for a job interview at Premium Credit
✨Showcase Your Communication Skills
As a Complaints Handler, clear communication is key. Be prepared to demonstrate your ability to articulate complex issues simply and effectively, both verbally and in writing. Practice explaining your past experiences where you successfully resolved complaints.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of specific examples from your previous roles where you handled complaints, focusing on the steps you took to resolve them and the outcomes. This will show your analytical and solutions-focused mindset.
✨Understand the Company’s Values
Familiarise yourself with Premium Credit's mission and values. During the interview, express how your personal values align with theirs, especially regarding customer satisfaction and continuous improvement. This shows your commitment to their goals.
✨Demonstrate Your Analytical Skills
Be ready to discuss how you identify trends and suggest improvements based on your analysis of complaints. Share examples of how you've used data to drive better outcomes in your previous roles, as this is crucial for the position.
